Concentrix is seeking fresh graduates to join their team as associates in real-time management at their Gurugram office. This role is an excellent entry point for individuals interested in developing their skills in workforce management and real-time analytics. The position offers the opportunity to work in a dynamic and supportive environment, where new hires can learn about optimizing workforce efficiency and ensuring seamless operations.
Company Name: Concentrix
Job Role: Associate, Real-Time Management
Education Required: Any Graduate
Experience Required: Freshers
Job Location: Gurugram
Role 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.
- Should be able to manage business-based online 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 the Organization’s and client’s 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.
Required Skills and Qualifications:
- Experience in managing large-scale complex operations in Real Time.
- Experience in managing multi-site and multivendor environments.
- Strong Communicator and decision-maker.
- Strong business acumen.
- Should be a go-getter and a collaborator.
- Analytical and Problem-solving ability.
- Ability to simplify complex operations into repeatable processes.
- Hands-on experience in Telephony and WFM tools (CMS Avaya/Genesys/Cisco/Aspect/Verint/IEX)
- High attention to detail a sense of professionalism and ability to develop relationships.
- Any Graduate.
