Sr. Representative, real time management (wfm-call center)
overview: the sr. Representative, real time management (wfm) is responsible for managing the intraday performance of one program or line of business within a call center environment. This position will utilize monitoring systems to ensure appropriate staffing levels and agent availability to meet client expectations and concentrix scheduling standards.
responsibilities
* distributes accurate and timely agent schedules
* inputs intraday corrections and exceptions into systems for agent time off and absences
* monitors inbound volume for unusual activity to ensure staffing needs are met
* recognizes abnormal scheduling issues and escalates as necessary
* initiates and coordinates trouble tickets and escalates issues as required
* prepares standard and ad hoc reports for agent availability effectiveness
* monitors and resolves agent availability concerns via face-to-face communications, phones, and messaging applications with agents and the command center
candidate profile
* advanced excel knowledge
* previous experience in related fields is a must
* ability to multi-task and meet timelines on deliverables
* effective communication skills, both written and verbal in english
* detail oriented
* results oriented
* quick learner and self-starter
additional information
* night shift
* days off: friday-saturday and/or sunday-monday
job details
* seniority level: associate
* employment type: full-time
* job function: administrative
* industries: business consulting and services
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