Real-Time Operations Specialist – Insurance Account

Concentrix; Quezon City; On-site; PHP 246,000 - 424,000; Full time

Job summary

Concentrix is seeking an Associate Real-Time Management to join our Workforce Management team in a dynamic BPO environment. The role focuses on real-time monitoring of queue performance, staffing levels, and service level adherence across multiple client programs.

This individual identifies system issues, coordinates with IT and operations, and escalates problems to ensure minimal disruption to service delivery.

Responsibilities

• Real-Time Queue Monitoring across multiple channels to ensure service levels are met.
• Incident Management with Tier 1/2 troubleshooting and rapid escalation to minimize impact.
• Traffic Routing & Adjustments including DNIS, overflow strategies, and campaign configurations.
• Downtime Coordination: document incidents and communicate with stakeholders during outages.
• Performance Reporting: analyze intraday metrics and forecast deviations to drive corrective actions.
• WFM Collaboration: coordinate with scheduling and forecasting to align staffing with trends.
• Stakeholder Communication: provide regular updates on real-time status and risks to SLA.
• Platform & Tool Utilization: use WFM and ACD systems to log incidents and perform real-time actions.
• Process Improvements: propose real-time process enhancements to improve utilization and adherence.

Job description

Concentrix is seeking an Associate Real-Time Management to join our Workforce Management team in a dynamic BPO environment. The role focuses on real-time monitoring of queue performance, staffing levels, and service level adherence across multiple client programs.

This individual identifies system issues, coordinates with IT and operations, and escalates problems to ensure minimal disruption to service delivery.