Associate, Real Time Management

Description

Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.

Role and key responsibilities:

• Monitor Service levels & associated metrics.
• Preparation of Daily / Weekly / Monthly reports.
• Root cause analysis of SLA deviations, action plan development and resolution.
• Attend centralized and / or site management meetings as per requirement.
• Cater to real time ad-hoc requests as per requirement.
• Key daily exception requests and update schedules.
• Optimize breaks the day of or day before the actual schedule.
• Schedule Ad-Hoc intra-day training requests and update schedules.
• Monitoring real-time queues & schedule attendance ...