Concentrix is currently recruiting for the position of Associate, Real Time Management, located in Gurugram. This role is open to all graduates and is ideal for freshers who are eager to begin their professional journey. The position involves managing and optimizing real-time processes, providing an excellent opportunity to develop skills in a dynamic work environment.
Company Name: Concentrix
Job Role: Associate, Real Time Management
Education Required: Any Graduate
Experience Required: Freshers
Job Location: Gurugram
Roles and Responsibilities:
- Provide troubleshooting support for all Tier one and Tier two escalations and coordination for all global inbound and outbound systems and call routing issues.
- Participate in Rapid Response calls to minimize system downtime and provide regular updates to senior management.
- Manage business based on-Line Adherence, Service Level, FTE and ASA.
- Recognize and initiate escalation for all system difficulties, including switch and ACD systems, routing systems, and Tier One production impacting tool outages inclusive of client communication.
- Document all incidents using the service management suite and notify impacted stakeholders.
- Manage call volume and labor resources for inbound/outbound call centers, while maintaining and exceeding Organization’s and client goals and expectations.
- Monitor designated call centers through various internal and external platforms, instituting timely and efficient communication to verify allocation settings, queue settings, overflow targets, media events, and transcription campaigns.
- Monitor toll free call routing plans using a variety of routing platforms provided by various carriers.
- Recommend and implement queue, DNIS priority and holdout adjustments through the various network carrier platforms and switch packages ensuring to achieve established goals.
- Analyze and monitor statistical information in a timely manner to achieve proper call allocation goals, reforecasting demand and staffing.
- Recommend strategies to Operations for improved labor utilization and key performance indicators.
- Review and work TTs assigned to the WFM team that require real-time assistance to different stakeholders.
- Agent skilling (workgroup or queue membership concepts), multi-skill routing sets (the concept of Forecast groups, staff groups, and intent routing).
- Queue Performance Reporting and Actions Taken.
- Interval Productivity reporting and ROCC(offshore) Helpdesk.
- Review and process VTO/PTO/OT/Non-Prod time requests in real-time.
- Intraday real time monitoring of service levels for all queues at all sites 24/7/365.
Required Skills and Qualifications:
- Aspect/IEX WFM – and other Workforce Scheduling tools. (Admin, setup, use, updated, edits, reporting.
- Good Communication Skills.
- MS Office – Excel, PowerPoint, Word, Access, Outlook, etc.
- InContact/Oracle – ACD and other ACD platforms to support multi-channel Environment – (Voice/Chat/Email/SMS).
- Basic knowledge of the call center industry.
- Basic understanding of the financial impact of all decisions made within the Command Center (i.e.; system downtime; overtime; home early; utilization; percent answered; etc.).
- Knowledge of ACD and Call Center Workforce applications – preferred.
- Strong oral and written communication skills.
- Proficient in Microsoft Office.
- Ability to multi-task, prioritize and meet timelines of deliverables.
- Self-starter, sense of urgency and works well under pressure.
- High attention to detail, sense of professionalism and ability to develop relationships.
- Qualification: Graduation in any discipline.
