Associate - Real-time Management

Concentrix

Glace Bay, Nova Scotia, Canada
Base: $20 - $21 hourly; bonus/equity: incentives; ...
Onsite
Real-time queue monitoring
Incident management and troubleshooting
Traffic routing and adjustments
The Associate - Real-Time Management is responsible for real-time monitoring and management of staffing levels, queue performance, and service level adherence across multiple client programs

Job Summary

  • The Associate - Real-Time Management is responsible for real-time monitoring and management of staffing levels, queue performance, and service level adherence across multiple client programs.
  • Key responsibilities include incident management, traffic routing, downtime coordination, performance reporting, and stakeholder communication.
  • Benefits available include medical, dental, and vision insurance, employee assistance program, retirement savings plan, paid time off, and paid learning days.

Matching Summary

The Associate - Real-Time Management is responsible for real-time monitoring and management of staffing levels, queue performance, and service level adherence across multiple client programs.

Salary

Base: $20 - $21 hourly; Bonus/Equity: incentives; Benefits: medical, dental, vision insurance, EAP, RRSP, PTO, holidays, paid learning days

Skills & Requirements

Must-have

  • Real-time queue monitoring
  • Incident management and troubleshooting
  • Traffic routing and adjustments
  • Performance reporting and analysis
  • WFM platform utilization

Nice-to-have

  • Ability to simplify complex operations
  • Comfortable working in fast-paced environment
  • Strong communication skills
  • Decision making in ambiguous situations

Key Requirements

  • 1-2 years call center experience
  • Workforce management experience
  • Strong computer and MS Excel skills
  • Experience with CMS and NICE IEX software
  • Legally authorized to work in Canada

Work Rights

Legally authorized to work in Canada

Tailored Resume

Cover Letter