Associate, Real Time Management

Concentrix

Kuala Lumpur, Malaysia
Not specified (assumed to be flexible or hybrid based on the nature of the work).
Proficiency in ms excel and powerpoint
Strong communication skills required
Willingness to work 24/7 shifts
Concentrix is seeking an Associate for Real Time Management in Kuala Lumpur, Malaysia, tasked with optimizing call center performance through effective workforce management. The role requires monitoring real-time metrics, preparing reports, and ensuring service level agreements are met

Job Summary

  • The role drives CRM contact performance by implementing best practice Workforce Management (WFM) practices.
  • Responsibilities include preparing daily, weekly, and monthly MIS reports and optimizing schedules using Erlang.
  • The candidate must act as a liaison between Centralized and Site WFM teams while resolving escalated issues.

Matching Summary

Match Score: 75

Concentrix is seeking an Associate for Real Time Management in Kuala Lumpur, Malaysia, tasked with optimizing call center performance through effective workforce management. The role requires monitoring real-time metrics, preparing reports, and ensuring service level agreements are met.

Skills & Requirements

Must-have

  • Proficiency in MS Excel and PowerPoint
  • Strong communication skills required
  • Willingness to work 24/7 shifts
  • Experience with Erlang scheduling tool
  • Ability to handle pressure situations

Nice-to-have

  • Scheduling skill is an added advantage
  • Drive for self-learning and knowledge enhancement
  • Experience with root cause analysis

Key Requirements

  • Good knowledge of MS Excel & Power point
  • Proficiency with computers
  • Willing to work 24*7

Work Rights

Not specified

Tailored Resume

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