Sr. Representative, WFM Real Time Management
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Key skills for this role
About the Role
Concentrix is hiring a Senior Representative for WFM Real Time Management in Riyadh. The role involves distributing agent schedules, monitoring inbound volume, and resolving availability concerns.
Key Skills for This Role
Responsibilities
- Distribute accurate and timely agent schedules using WFM tools
- Input intraday corrections and exceptions into systems for agent time off and absences
- Monitor inbound volume for unusual activity to ensure staffing needs are met
- Recognize abnormal scheduling issues and escalate as necessary
- Initiate and coordinate trouble tickets and escalate issues as required
- Prepare standard and ad hoc reports for agent availability effectiveness
- Monitor and resolve agent availability concerns via face to face communications, phones, and messaging applications
Requirements
- Bachelor's degree in any related field
- Minimum of 1 year of experience within the same field
- Advanced Excel skills
- Fluent in Arabic and English (minimum B2 level proficiency)
- Strong verbal and written communication skills
- Ability to work in a time critical environment
- Skill in problem solving and conceptual thinking
- Knowledge of scheduling systems (IEX, Teleopti, etc. is a plus)
- Flexibility to manage dynamic shifts and business needs
Full Job Posting
Job Description
- Essential Functions/Core Responsibilities for Sr. Representative, WFM Real Time Management.
Core Responsibilities
- Distribute accurate and timely agent schedules using WFM tools.
- Input intraday corrections and exceptions into systems for agent time off and absences.
- Monitor inbound volume for unusual activity to ensure staffing needs are met.
- Recognize abnormal scheduling issues and escalate as necessary.
- Initiate and coordinate trouble tickets and escalate issues as required.
- Prepare standard and ad hoc reports for agent availability effectiveness.
- Monitor and resolve agent availability concerns via face to face communications, phones, and messaging applications.
Required Skills and Qualifications
- Bachelor's degree in any related field.
- Minimum of 1 year of experience within the same field.
- Advanced Excel skills.
- Fluent in Arabic and English (minimum B2 level proficiency).
- Strong verbal and written communication skills.
- Ability to work in a time critical environment and quickly adapt to changing business requirements.
- Skill in problem solving and conceptual thinking.
- Knowledge of scheduling systems (experience with tools such as IEX, Teleopti, etc. is a plus).
- Flexibility to manage dynamic shifts and business needs.
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