Associate, WFM Real Time Management

Concentrix•Lake Mary, FL

19d•$16 - $18•Onsite

About The Position

As an Associate, WFM Real Time Management you will be responsible for monitoring call metrics, queues, and attendance. Manage real-time adjustments needed to ensure business needs are met.

Requirements

Minimum of 1-2 years of call center experience a requirement
MS Excel skills a requirement.
Strong computer and analytical skills a requirement
Comfortable working in a fast paced environment
Strong communication skills
Ability to make decisions in time sensitive ambiguous situations
Ability to simplify complex operations into repeatable processes.

Nice To Haves

Workforce management experience preferred
Experience with CMS and NICE IEX software is preferred

Responsibilities

Real Time personnel will utilize Workforce Management tools to monitor staffing levels.
Maintain the level of efficacy our clients are expecting. SL, OCC, Line Adherence, etc
Track and report agent behavior (report habitually short calls, excessive aux usage, etc..)
Update Schedules as needed - adjust breaks, lunches, etc. for better performance.
Provide proactive recommendations to better align staff with incoming volume.
Evaluate running attendance & recommend Overtime or Leaves to align staff with current trend.
Collaborate with Operations teams to ensure business needs are met.
Postmortem Analysis and production of accurate shrink trends
Monitor email real-time and respond to each request within a reasonable amount of time.
Initiate and manage communications between respective teams.
Host weekly review meetings with Operations teams to review Postmortem analysis and upcoming strategy.