Associate, Real Time Management
ConcentrixKuala Lumpur, Malaysia
Posted May 8, 2025
Full Time
About the Company
We’re Concentrix. A global technology and services leader that powers the world’s best brands, today and into the future. We’re human-centered, tech-powered, intelligence-fueled. Every day we design, build, and run fully integrated, end-to-end solutions at speed and scale across the entire enterprise.
Job Description
The RTA drives CRM contact performance and real time process maturity through implementation and maintenance of best practice WFM, optimizing real-time performance, proactively addressing issues, and ensuring service level agreements are met by managing staffing, workloads, and agent activities.
Requirements
- Act as a liaison between the Centralized and Site WFM teams
- Prepare daily, weekly, and monthly MIS reports and presentations
- Prepare schedules using Erlang for different queues across multiple locations
- Resolve escalated issues and requests from site management
- Monitor real-time queue, schedule adherence, and attendance
- Optimize breaks, schedule ADHOC intra-day training requests, and update schedules
- Produce and analyze daily efficiency reports
- Attend centralized and/or site management meetings
- Handle real-time adhoc requests