Sr. Representative, WFM Real Time Management
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Key skills for this role
About the Role
Concentrix Corporation is seeking a Senior Representative for Workforce Management Real Time Management to distribute schedules, monitor inbound volume, and resolve agent 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
- Experience with WFM tools and real time management
- Ability to monitor inbound volume and adjust staffing
- Strong communication skills for resolving agent availability concerns
Full Job Posting
Responsibilities
- Distributes accurate and timely agent schedules using WFM tools
- Inputs intraday corrections and exceptions into systems for agent time off and absences
- Monitors inbound volume for unusual activity to ensure staffing needs are met
- Recognize abnormal scheduling issues and escalate as necessary
- Initiates and coordinates trouble tickets and escalate issues as required
- Prepares standard and ad hoc reports for agent availability effectiveness
- Monitors and resolves agent availability concerns via face to face communications, phones, and messaging applications with agent(s) and command center
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