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Associate, Real Time Management

3 months ago

Gurugram, India Concentrix Full time
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.

Key Responsibility:
  • Provide troubleshooting support for all Tier one and Tier two escalations and coordination for all global inbound and outbound systems and call routing issues.
  • Participates in Rapid Response calls to minimize system downtime, and regular updates to all levels of senior management of a global perspective.
  • 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.
  • Documents all incidents using the service management suite and notifies impacted stakeholders.
  • Manages 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.
  • Monitor toll free call routing plans using a variety of routing platforms provided by various carriers.
  • Recommends and implements queue, DNIS priority and holdout adjustments through the various network carrier platforms and switch packages ensuring to achieve established goals.
  • Analyze and monitor statistical information in a timely manner to achieve proper call allocation goals, reforecasting demand and staffing.
  • Recommends strategies to Operations to improve labor utilization and key performance indicators.
Desired Skills:
  • Bachelor's degree from a college or university with a minimum of one years of work experience. Relevant experience preferred.
  • Basic knowledge of the call center industry.
  • Basic understanding of the financial impact of all decisions made within the call center/Command Center (i.e.; system downtime; overtime; home early; utilization; percent answered; etc.).
  • Knowledge of ACD and Call Center Workforce applications preferred.
  • Strong communication skills, both written and verbal. Proficient in Microsoft Office.
  • Ready to work in dynamic 24*7 environment handling international programs/clients.
  • Ability to multi-task, prioritize, and meet timelines on deliverables.
  • Self-starter, sense of urgency, and works well under pressure.
  • Strong attention to detail and sense of professionalism and ability to develop business relationships.

Educational Qualification – Graduation / Diploma (15 years of formal education) in any discipline. Disclaimer: 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 Gurugram - Industrial Plot No. 243, 1st, 3rd, 4th, 5th & 7th Floors

Language Requirements:

English (Required)

Time Type:

Full time