Job Title:

Sr. Representative, Real Time Management

Job Description

The Associate, Real Time Management is responsible for managing the intraday performance of one program or line of business within a Call Center environment. This position will utilize monitoring systems to ensure appropriate staffing levels and agent availability to meet client expectations and Convergys scheduling standards.Essential Functions/Core Responsibilities  Distributes accurate and timely agent schedulesInputs intraday corrections and exceptions into systems for agent time off and absences.Monitors inbound volume for unusual activity to ensure staffing needs are met.Recognize abnormal scheduling issues and escalate as necessary.Initiates and coordinates trouble tickets and escalate issues as required.Prepares standard and ad hoc reports for agent availability effectiveness.Monitors and resolves agent availability concerns via face-to-face communications, phones, and messaging applications with agent(s) and command center.  

  

Candidate Profile  Associate's degree in related field with one to three years of relevant experience preferred.Proficient in Microsoft Office.Proficient in resource scheduling/intraday management applications preferred.Ability to multi-task and meet timelines on deliverables.Effective communication skills, both written and verbal.Detail oriented.English proficiency level B2

Internal candidates

•Have 6 months in current role•No more than 3 Estart Points•No active DAs in the past 6 months•English 85% + level•Meeting KPIs for the past 3 monthsPlease attach your cv updated on Workday

Location:

COL Medellin - Aventura - Carrera 52 # 65-91 Oficina 0740

Language Requirements:

English

Time Type:

Full time

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