Job Title: Associate, Real Time Management Job Description We are growing and this is a Great Opportunity at our UP Technohub, Quezon City **Job Summary:** **Monitor real time agent adherence and escalate to proper channels** **Monitor agent attendance and report any aberrations to Operations** **Adheres to DANER approach in monitoring real time activities** **Work closely with Operations management to assist them in enforcing schedule adherence and call time threshold guidelines for the program** **Responsibilities:** **Ensure scheduled teams login / logout on time.** **Manage, Control and report non-adherence to Schedules.** **Actual Login Hours delivery is meeting target / projection.** **Audit Transport Rosters to minimize ad-hoc requests and thereby control additional costs** **Absenteeism, shift swap data capture and timely reporting per prescribed formats.** **Report and reduce instances of Incorrect AUX usage by educating and defaulting agents.** **Report and Reduce logout defects by educating defaulting agents.** **Plan and release effective floor plans basis of rosters released.** **Capture attendance accurately post receipt of data from Team Managers** **Manage ad-hoc real time reporting requirement deliverables via service** **Ensure Customer satisfaction scores improve or demonstrate consistency, with opportunity areas not repeated.** **Develop real time models to enhance efficiencies, adherence and productivity** **Responsible for Real Time Adherence and Queue Management for Business Operations. Specifically, the primary responsibility of the individual is to monitor and manage site activities to support client/account service level agreements.** **Responsible for ensuring scheduled team logins/ logout on time, manage, control and report non adherence to schedules.** **Adheres to prescribed formats in updating attendance, schedule swaps** Location: PHL Quezon City - UP Ayala TechnoHub Bldg F, Grd & 3rd Flr Language Requirements: Time Type: 2023-10-15 **If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents (https://www.concentrix.com/resource/job-applicant-privacy-notice-for-california-residents/)**