Associate, Real Time Management

2 weeks ago


Cape Town, South Africa Concentrix Full time

Job Title:
Associate, Real Time Management

**Job Description**:
**Your tasks**:

- You distribute accurate and timely agent schedules and enter Intraday corrections and exceptions into systems for agent time off and absences
- You monitor inbound volume for unusual activity to ensure staffing needs according to client service agreements are met and recognize abnormal scheduling issues and escalate as necessary
- You will be responsible for case dispatching and queue monitoring
- You initiate and coordinate trouble tickets and escalate issues as required
- You prepare standard and ad hoc reports for agent availability effectiveness

Experience as Intraday Associate or equivalent scheduling position preferred
- Ability to analyse and improve work processes and policies efficiently and implement according actions
- A self-confident, professional, and customer service-oriented personality with problem-solving skills, multitasking ability, and endurance even in difficult situations
- Quick comprehension, learning ability, and a structured approach with high attention to details, meeting timelines and follow-through
- Excellent skills in Microsoft Office especially Excel

**Disclaimer****:
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, colour, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.

**Location**:
ZDF Cape Town - Concentrix 13th Floor, 34 Bree Street

Language Requirements:
Time Type:
Full time
**If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the **Job Applicant Privacy Notice for California Residents



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