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Real Time Coordinator in Riverview at Concentrix

Date Posted: 7/27/2018

Job Snapshot

Job Description

It's fun to work in a company where people truly BELIEVE in what they are doing!

We're committed to bringing passion and customer focus to the business.

  • Monitors call routing and flow real time
  • Conducts real-time analysis of all metrics for multiple Lines of Business - Forecast Variances, Service level targets, AHT target variances, Occupancy targets, Staffing requirements, etc.
  • Approves all real-time offline activities (training, meetings, coaching, etc?)
  • Identifies course of action or makes recommendations relating to staffing deviations (Extended Hours/VTO, Schedule Adjustments, Skill Switches/Leveraging)
  • Reporting (Staffing Amendments, Scorecard Stats, Daily UABS/Shrinkage numbers, over/under updates, etc?)
  • Monitors agent adherence/compliance to schedule and escalates to Team leader for investigation.
  • Ensure all required data is tracked and trended on a continuous basis
  • Re-allocates changes in staffing levels
  • Makes recommendations and routing changes based on observations
  • Interface with business unit management as needed for escalation of service-impacting issues
  • Manages special conditions within the framework of an Emergency Action Plan (i.e. Fire, Power failures, etc.)
  • Analyzes schedule efficiency measurements as well as key indicators such as service level, for continuous improvement.

Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.