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Customer driven & commercially aware.
Forward thinking whilst pragmatic.
Organized & Energetic.
Calm under pressure.
Can work and adapt within a highly dynamic and growing environment.
KNOWLEDGE, SKILLS AND EXPERIENCE REQUIRED
Proven experience of using IEX or similar workforce management tool.
Has had experience of a Real Time role of 6 months or more in a Workforce Team
Proven planning and time management skills with the ability to deal with multiple demands on time and deal with ambiguity.
Demonstrated analytical, problem solving and decision making skills that foster developing creative solutions.
MS Excel skills required, Ability to manipulate and data to produce summary information.
Flexible, people oriented and able to work in a team environment.
Candidates with superior analytical skills in any industry are encouraged to apply.
An advanced user of Excel.
Experience of a multi skilling or multilingual resourcing.
Ability to deep dive, conduct root cause analysis and implement corrective actions.
3+ years of Call Centre or similar experience related to a solid understanding of production environment metrics (such as Service Levels KPIs, AHT, Shrinkage, and FTE’s calculations).
Analyze work volume variances to the forecast and adjust staffing levels accordingly.
Plan and schedule coaching sessions, meetings, training and any special events based on business requirements.
Monitors call routing and call flow real time.
Analyze real time impacts related to staffing.
Conducts real-time analysis of all metrics for multiple Lines of Business - Forecast Variances, Service Level targets, AHT target variances, Occupancy targets, Staffing requirements, etc.
Assess and approve all real-time offline activities such as training, meetings, coaching, etc.
Identifies course of action or makes recommendations relating to staffing deviations, extended hours, overtime, schedule adjustments, and skill changes and leveraging.
Monitors intra-day call and work volume as compared to forecast.
Monitors real time activities related to staffing and ensure all non-scheduled activities are tracked and trended on a continuous basis.
Monitors and reporting of adherence to schedules / compliance, staffing amendments, shrinkage numbers, over/under updates, and escalates to Operational Managers for investigation.
Re-allocates changes in staffing levels within business unit & Interface with business unit management as needed for escalation of service-impacting issues.
Daily communications to Team Leader huddles for expectations of performance, hotspots and shrinkages.
Trouble-shoots real-time technology issues.
Log and update BigMac for sites On boarding and Off boarding requests
Manages special conditions within the framework of an Emergency Action Plan (i.e. Failovers, Fire Evac, IT failures, etc.).
PLANNING AND ORGANISING:
Proactivity reviews the performance of production and makes recommendations to increase productivity.
Identifies the sequence of tasks and the resources needed to achieve a goal, and prioritizes key action steps. Anticipates the impacts and risks of decisions and actions.DECISION MAKING:
Make real time intra-day decisions with a positive impact on the business.
Develops fresh ideas that provide solutions to all types of workplace challenges.Makes timely, informed decisions that take into account the facts, goals, constraints, and risks;
Concentrix, a wholly-owned subsidiary of SYNNEX Corporation (NYSE: SNX), is a leading business services company. We focus on customer engagement and improving business outcomes for over 450 global clients across multiple continents. Our 100,000+ staff deliver technology-infused, omni-channel customer experience management, marketing optimization, digital, consulting, analytics and back office solutions in 40+ languages from 125+ delivery centers. We serve automotive; banking and financial services; insurance; healthcare; technology; consumer electronics; media and communications; retail and e-commerce; travel and transportation; and energy and public sector clients. Visit www.concentrix.com to learn more.
• Lunch vouchers • Excellent relocation support. • A modern fun, dynamic and challenging work environment. • Team building activities and networking opportunities. • Competitive bonus incentive. • Professional and professional development.