Associate, Realtime Management

Please Note: Job cannot be performed in the state of Colorado, USA.Job Title:Associate, Realtime ManagementJob DescriptionThe Associate Intraday is responsible for managing the intraday performance of multiple program(s) or line(s) of business at one or more Call Center(s). This position will utilize monitoring systems to ensure appropriate staffing levels and agent availability to meet client expectations and Concentrix scheduling standards.Essential Functions/Core Responsibilities Distributes accurate and timely agent schedules Inputs intraday corrections and exceptions into systems for agent time off and absences Monitors inbound volume for unusual activity to ensure staffing needs are met Recognize abnormal scheduling issues and escalate as necessary Initiates and coordinates trouble tickets and escalate issues as required Prepares standard and ad hoc reports for agent availability effectiveness Monitors and resolves agent availability concerns via face-to-face communications, phones, and messaging applications with agent(s) and command center Reviews agent availability to ensure that client service agreements are metCandidate Profile Bachelor's degree in related field with less than two years of relevant experience preferred Minimum one year experience in a call center required Ability to multi-task, prioritize, and meet timelines on deliverables Ability to guide individuals toward goal achievement using negotiation, collaboration, motivation and development skills Excellent organizational skills Strong attention to detail Ability to coach and develop action plans to maximize performance Proven ability to analyze and improve work processes and policies Excellent customer service/support skills, and ability to work well under pressure Proficient in Microsoft Office Proficient in IEX, CMS or other similar resource scheduling/intraday management applications preferredCareer Framework RolePerforms routine assignments in the entry level of the Professional Career Band. Uses existing procedures to solve routine or standard problems. Typically requires a college or university degree or the equivalent work experience that provides knowledge and exposure to fundamental theories, principles and concepts. Develops competence by performing structured work assignments. Receives instruction, guidance and direction from others.DisclaimerThe 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.Location:USA, Chattanooga, TNLanguage Requirements:Time Type:Full timeMission:We will be the greatest customer engagement services company in the world, rich in diversity and talent. We will get there by embracing our culture.About Concentrix:We’re a company like no other. We are fanatical about our staff and are constantly helping them grow and achieve their career goals. We are a global workplace that offers YOU infinite possibilities!Company Overview:In a world full of average, we stand out. We believe experience is everything. Period. To achieve outstanding results, we’re disrupting the market by being absolutely obsessed with making our clients’ businesses better. We bring together the brightest and most creative minds in business, cutting-edge technology solutions, proven design thinking expertise and exceptional customer experience centers. Our clients notice the difference too… in increased customer loyalty, improved business performance and differentiation in their markets. As a diverse, global organization, we have unconventionally fresh ideas and deliver extraordinary customer experiences for more than 450 of the world’s best brands. Concentrix. A passionate company powered by passionate people.Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.