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Join to apply for the Associate, Real Time Management role at ConcentrixContinue with Google Continue with GoogleJoin to apply for the Associate, Real Time Management role at ConcentrixJob DescriptionThe RTA drives CRM contact performance and real time process maturity through implementation and maintenance of best practice WFM. They will do close monitoring and optimizing real-time performance, proactively addressing issues, and ensuring service level agreements are met by managing staffing, workloads, and agent activitiesJob Title:Associate, Real Time ManagementJob DescriptionThe RTA drives CRM contact performance and real time process maturity through implementation and maintenance of best practice WFM. They will do close monitoring and optimizing real-time performance, proactively addressing issues, and ensuring service level agreements are met by managing staffing, workloads, and agent activitiesKey Responsibilities:RTA will act as a liaison between the Centralized and Site WFM teams.Preparation of daily / Weekly / Monthly MIS reports & presentations / decksPreparing of schedules using Erlang for different queues across multiple locationsResolve escalated issues and requests from site managementRoot cause analysis of SLA deviations, action plan development and resolutionMonitor real-time queue, schedule adherence & attendance.Key daily exception requests and update schedulesOptimize breaks the day of or day before the actual scheduleSchedule ADHOC intra-day training requests and update schedulesProduce and analyze daily efficiency reports (representative availability, access level etc.)Attend centralized and/or site management meeting, as requiredCater to real time adhoc requests as and when requiredSkillsRequired good communication skill.Required good knowledge of MS Excel & Power point.Proficiency with computersWilling to work 24*7Candidate with Scheduling skill will be added advantage.Ability to handle pressure situationsDrive for self-learning and knowledge enhancementLocation:MYS Kuala Lumpur Nu Tower 2Language Requirements:Time Type:Full timeIf 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 ResidentsR1606086Seniority levelSeniority levelEntry levelEmployment typeEmployment typeFull-timeJob functionJob functionOtherIndustriesIT Services and IT ConsultingReferrals increase your chances of interviewing at Concentrix by 2xSign in to set job alerts for Management Associate roles.Continue with Google Continue with GoogleContinue with Google Continue with GoogleKota Damansara, Selangor, Malaysia 2 weeks agoKota Damansara, Selangor, Malaysia 1 week agoAssociate, Facilities and Office Management | TNG DigitalWP. 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