Concentrix Hiring Associate Real Time Management: Groww is accepting applications for the role of Operation Associate. Applicants who have graduated are welcome to apply for this role. Below are the
qualifications, eligibility requirements, and all of the information.
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About Concentrix
Concentrix is a multinational provider of services and technology. Concentrix went public as a separate business on December 1, 2020, after serving as a subsidiary of SYNNEX Corporation (NYSE: SNX) since 2006. California’s Newark serves as the home base for Concentrix.
Concentrix Hiring Associate Real Time Management Details
Job Role: Associate, Real-Time Management
Company Website: www.concentrix.com
Qualification: Any Graduate
Experience: Freshers/Experienced
Batch: Recent Batches
Salary: As per company standards
Location: Gurugram
Last Date: ASAP
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Roles & Responsibilities
Below are the Roles & Responsibilities –
- Assist with the coordination of all international inbound and outgoing systems, call routing problems, and troubleshooting help for all Tier 1 and Tier 2 escalations.
- Engage in Rapid Response calls to reduce downtime of the system and inform top management on a frequent basis.
- Capable of overseeing operations based on FTE, ASA, Service Level, and Online Adherence
- Acknowledge and start the process of escalation for any issues with the system, such as routing systems, switch and ACD systems, and Tier One production that affects tool outages, including client communications.
- Using the service management suite, record every issue and alert the relevant parties.
- Maintain and surpass the objectives and expectations of the organization and clients while managing the number of calls and labor resources for incoming and outgoing call centers.
- Using a variety of internal and external platforms, keep an eye on the allocated contact centers. Establish prompt and effective communication channels to confirm allocation settings, queue settings, overflow targets, media events, and transcription campaigns.
- Utilizing a range of routing platforms offered by different carriers, keep an eye on toll-free call routing strategies.
- In order to meet predetermined objectives, suggest and execute changes to the holdout, DNIS priority, and queue on different network carrier platforms and switch packages.
- To meet appropriate call allocation targets and estimate demand and staffing, analyze and track statistical data promptly.
- Provide operations with recommendations on ways to increase labor utilization and KPIs.
- Examine and complete the TTs that the WFM team has been allocated and that call for immediate support from various stakeholders.
- The ideas of agent skilling (workgroup or queue membership) and multi-skill routing sets (staff groups, forecast groups, and intent routing).
- Reports on Queue Performance and Reactions.
- Periodic Reporting on Productivity and ROCC (offshore) Helpdesk.
- Real-time review and processing of VTO, PTO, OT, and non-production time requests.
- Real-time intraday monitoring of service levels across all queues at all locations 365 days a year.
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Required Skills & Qualifications
Below are the Required Skills & Qualifications –
- Knowledge of overseeing intricate, large-scale activities in real time.
- Familiarity with overseeing many locations and vendors.
- Excellent Decision-Making and Communication Skills.
- Strong sense of business.
- Need to be a team player and a doer.
- Ability to analyze and solve problems.
- Capacity to reduce intricate tasks to recurring procedures.
- Practical knowledge of WFM tools and telephony (CMS Avaya/Genesys/Cisco/Aspect/Verint/IEX).
- Exceptional professionalism, attention to detail, and interpersonal skills.
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How To Apply For Concentrix Hiring Associate Real Time Management
Interested and qualified applicants are urged to submit an application before the deadline.
All The Best 👍