Real Time Management Associate at Concentrix

Job Description

• To keep a live dialogue going with the Bridge amongst other relevant sources to ensure the contact centre site is operating consistently in line with operational and client targets, and to be aware of what is taking place on the global client estate.

Deciding and initiating action:

• Makes prompt, clear decisions which may involve tough choices or considered risks.
• Takes responsibility for actions, projects and people.
• Takes initiative, acts with confidence and works under own direction
• Initiates and generates activity.

Analysing:

• Analyses numerical data, verbal data and all other sources of information.
• Breaks information into component parts, patterns and relationships
• Probes for further information or greater understanding of a problem.
• Makes rational judgements from the available information and analysis.
• Produces workable solutions to a range of problems.
• Demonstrates an understanding of how one issue may be part of a much larger system.

Delivering Results And Meeting Customer Expectations

• Focuses on customer needs and satisfaction; sets high standards of quality and quantity.
• Monitors and maintains quality and productivity.
• Works in a systematic, methodical and orderly way.
• Consistently achieves goals.

Coping With Pressure And SetbacksWorks productively in a pressurised environment.

• Keeps emotions under control during difficult situations.
• Balances the demands of a work life and personal life.
• Maintains a positive outlook at work.
• Handles criticisms well and learns from it.

Planning And Organising Sets clearly defined objectives; plans activities and projects well in advance and takes account of possible changing circumstances.

• Manages time effectively.
• Identifies and organises resources needed to accomplish tasks.
• Monitors performance against deadlines and milestones.

Presenting And Communicating Information Speaks clearly and fluently; expresses opinions, information and key points of an argument clearly.

• Makes presentations and undertakes public speaking with skill and confidence; responds quickly to the needs of an audience and to their reactions and feedback; projects credibility.
• Bridge Co-Ordination And Administration: Maintains key bridge contact for the Webhelp/client siteCommunicates with multiple stakeholders simultaneouslyAnalyses trends such as call volume, average handle time, and attendance to understand and plan for potential overstaffing/understaffing conditionsManages call centre profiles, including skill change/manipulation
• Systems And Incident Monitoring:Monitors schedule adherence to assist the management team in achieving target driven adherence goalsMonitors Workforce Management live as requiredMaintained WFM tool with live week decision making exceptions and shrinkage.
• Reporting Monitors and updates daily reports in line with operational requirements to effectively manage the performance in line with target driven results
• Assists in the development of reports and/or processes to increase the ability of the call centre to effectively and accurately plan and forecast target driven performance results
• Updates schedules and reports to reflect changes in staffing.