Workforce Specialist

Concentrix; Davao Region; On-site; PHP 600,000 - 800,000; Full time

Job summary

A leading company in the industry seeks an Associate Real Time Management to ensure operational efficiency in Davao. The role involves monitoring agent adherence and collaborating with management to maintain compliance with service level agreements.

Benefits

Competitive Compensation

Career Growth

Qualifications

• At least 1 year experience as Associate Real Time Management.
• Proficient in Microsoft Office.
• Effective communication skills, both written and verbal.

Responsibilities

• Monitor Real-Time Agent Adherence and escalate issues.
• Oversee agent attendance and report deviations.
• Manage Real-Time Adherence and Queue Management.

Skills

Effective communication

Microsoft Office

Multi-tasking

Detail-oriented

Job description

Candidate Profile

• Must have at least 1 year experience as Associate Real Time Management
• Must be willing to work onsite in Davao, Philippines
• Effective communication skills, both written and verbal
• Proficient in Microsoft Office
• Ability to multi-task and meet timelines on deliverables
• Detail-oriented

What's in it for you?

• Competitive Compensation
• Career Growth

Essential Functions/Core Responsibilities:

• Monitor Real-Time Agent Adherence and escalate any issues to the appropriate channels.
• Oversee agent attendance and promptly report any deviations to Operations.
• Utilize the DANER approach consistently to monitor real-time activities and maintain operational efficiency.
• Collaborate closely with Operations management to assist in enforcing schedule adherence and call time threshold guidelines for the program.
• Responsible for managing Real-Time Adherence and Queue Management for Business Operations, ensuring support for client/account service level agreements.
• Ensure teams adhere to scheduled logins/logouts and manage, control, and report any non-adherence to schedules professionally and effectively.