Concentrix is hiring for Associate | Apply Now
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Role :Associate
Location :Gurgaon
Job Description
The position of Associate - Real Time Management is open at Concentrix!
For the position of Associate - Real Time Management, Concentrix is hiring!
Provide troubleshooting support for all Tier One and Tier Two escalations and coordination for all global inbound and outbound systems and call routing issues.
Engage in Rapid Response calls to reduce downtime of the system and inform senior management on a frequent basis.
Capable of overseeing business-based line Adherence, FTE, ASA, and Service Level
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.
Responsibilities
- Using the service management suite, record every issue and alert the relevant parties.
- 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.
- Monitor toll-free call routing plans using a variety of routing platforms provided by various carriers.
- Recommend and implement a queue, DNIS priority, and holdout adjustments through the various network carrier platforms and switch packages ensuring the achievement of established goals.
- For the purpose of staffing, demand forecasting, and appropriate call distribution, quickly analyse and track statistical data.
- Provide operations with recommendations on ways to increase labour utilisation and KPIs.
- Examine and complete the TTs that the WFM team has been allocated and that call for immediate support from various stakeholders.
- Agent skilling (workgroup or queue membership concepts), multi-skill routing sets (the concept of Forecast groups, staff groups, and intent routing)
- Multi-skill routing sets (the notions of forecast groups, staff groups, and intent routing) and agent skilling (workgroup or queue membership ideas)
- Reports on Queue Performance and Reactions
- Periodic Reporting on Productivity and ROCC (offshore) Helpdesk
- daily, in-the-moment monitoring of service quality for all lines at all locations 365 days a year
Education Qualifications
- daily real-time monitoring of service levels across all sites and queues All year long, every day
Skills
- Any one who have interest and skills are matched
- Knowledge of overseeing intricate, large-scale activities in real time
- Experience in managing multi-site and multivendor environment
- Excellent decision-maker and communicator
- strong sense of business
- Need to be a team player and a doer
- Ability to analyse and solve problems
- Hands-on experience in Telephony and WFM tools (CMS Avaya/Genesys/Cisco/Aspect/Verint/IEX)
- Exceptional professionalism, attention to detail, and interpersonal skills
How to Apply
- Review Job Details: Read through all the job details on this page to understand the requirements and responsibilities.
- Click the Apply Link: Scroll down and click the “Apply Link” button to be redirected to the official website.
- Fill Out the Application: On the official website, fill out the application form with the provided information.
- Double-Check Your Information: Before submitting your application, review all the details you’ve provided to ensure accuracy and completeness.
- Submit Your Application: Once you’re satisfied with your application, submit it through the official website as instructed.
