Real-Time Operations Associate

Concentrix; Saint Charles (MO); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Competitive salary

Career development

Good working environment

Job summary

Concentrix is seeking an Associate, Real Time Management to coordinate with client and operations for proper staffing and adherence to schedules. You will assist with day-to-day scheduling and agent movements in a fast-paced contact center environment.

The role requires strong analytical and communication skills, the ability to multi-task, and experience with real-time workforce management tools. You will work closely with operations and support teams to maintain performance standards.

Qualifications

• WFM-RTA experience preferred.
• Strong organizational and time-management skills.
• Ability to multitask in a fast-paced environment.
• Excellent written and verbal communication with stakeholders.

Responsibilities

• Manage real-time exceptions in a large call center/ BO environment.
• Escalate service-impacting issues to Operations and support departments.
• Oversee call flow in real time using workforce management tools.
• Monitor intra-day call and work volume vs forecast.
• Track service level and attendance data for trends.
• Coordinate multi-skill training with training and operations.

Skills

WFM-RTA experience

Analytical skills

Communication skills

Job description

Concentrix is seeking an Associate, Real Time Management to coordinate with client and operations for proper staffing and adherence to schedules. You will assist with day-to-day scheduling and agent movements in a fast-paced contact center environment.

The role requires strong analytical and communication skills, the ability to multi-task, and experience with real-time workforce management tools. You will work closely with operations and support teams to maintain performance standards.