Senior Representative Real Time Management

Location UK / Belfast

Job Type Permanent full-time

Salary Not disclosed

Updated 4 days ago

Reference 1446783

 Job Description

Join a company where you can grow and develop in your career, where we are fanatical about our clients and staff as we become the greatest customer engagement services company in the world, rich in diversity and talent.


The Coordinator Intraday is responsible for managing the intraday performance of one program or line of business within a Call Center environment. 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 centre

 

Candidate Profile:  

  • Proficient in Microsoft Office
  • Proficient in resource scheduling/intraday management applications preferred
  • Ability to multi-task and meet timelines on deliverables
  • Effective communication skills, both written and verbal
  • Detail oriented

 

Career Framework Role 

Has developed knowledge and skills through formal training or considerable work experience.  Entry level often for those with work experience in the skill area.  Works within established procedures with a moderate degree of supervision.  Identifies the problem and all relevant issues in straightforward situations, assesses each using standard procedures, and makes sound decisions.

   

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.