Associate, Real Time Management - Cape Town at Concentrix

Your tasks:

• You distribute accurate and timely agent schedules and enter Intraday corrections and exceptions into systems for agent time off and absences
• You monitor inbound volume for unusual activity to ensure staffing needs according to client service agreements are met and recognize abnormal scheduling issues and escalate as necessary
• You will be responsible for case dispatching and queue monitoring
• You initiate and coordinate trouble tickets and escalate issues as required
• You prepare standard and ad hoc reports for agent availability effectiveness
• You monitor and resolve agent availability concerns via phones, and messaging applications with agents and the operations centre

Candidate Profile:

• Experience as Intraday Associate or equivalent scheduling position preferred
• Ability to analyse and improve work processes and policies efficiently and implement according actions
• A self-confident, professional, and customer service-oriented personality with problem-solving skills, multitasking ability, and endurance even in difficult situations
• Quick comprehension, learning ability, and a structured approach with high attention to details, meeting timelines and follow-through
• Excellent skills in Microsoft Office especially Excel
• Proficient in IEX, CMS, or other similar resource scheduling/Intraday management applications