Sr. Representative Real Time Management

Job Title:

Sr. Representative Real Time Management

Job Description

Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.Role and Key Responsibilities:

• Individual contributor role
• Monitor for incoming issues during a scheduled shift and react with speed and accuracy
• Communicate with Partner/Client POCs to address variances
• Adhering to the pre-defined commitment timelines
• Recognize and initiate escalation for all system difficulties, including switch and ACD systems,
• Manage call volume and labor resources for inbound/outbound call centers, while maintaining and exceeding Organization’s and client 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
• Agent skilling (workgroup or queue membership concepts), multi-skill routing sets (the concept of Forecast groups, staff groups, and intent routing)
• Queue Performance Reporting and Actions Taken
• Intraday real time monitoring of service levels for all queues at all sites 24/7/365
• SNOW (Service Now) and Slack will be only mode of communication
• Strong oral and written communication skills
• Proficient in Microsoft Office
• Ability to multi-task, prioritize, and meet timelines of deliverables.
• Self-starter, sense of urgency, and works well under pressure
• High attention to detail, sense of professionalism and ability to develop relationships

Key skills & knowledge:

• Soft Skills; able to provide outstanding customer service to users with a wide range of backgrounds and technical abilities
• Diligence, alertness; able to maintain focus on new, incoming issues while continuing to work on existing tasks
• Self-motivation: displays a willingness to take on tasks without being asked
• Adaptability; comfortable in a constantly changing environment
• Comfortable supporting a wide range of end-user issues
• Able to deliver a delightful support experience

Educational Qualification: Graduate and PostgraduateDisclaimer:-'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for ‘recruitment’, ‘processing’ or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities.'

Location:

IND Bangalore - Ecospace Bus Park

Language Requirements:

Time Type:

Full time

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