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Hybrid Associate, Real Time Management| 1 RTA | MY Cyberjaya at Concentrix

Concentrix ·  MYS Cyberjaya, United States Of America · Hybrid

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Job Title:

Associate, Real Time Management| 1 RTA | MY Cyberjaya

Job Description

Key Responsibilities:

  • RTA will act as a liaison between the Centralized and Site WFM teams.
  • Preparation of daily / Weekly / Monthly MIS reports & presentations / decks
  • Resolve escalated issues and requests from site management
  • Root cause analysis of SLA deviations, action plan development and resolution
  • Monitor real-time queue, schedule adherence & attendance.
  • Key daily exception requests and update schedules
  • Cross-train with Scheduling Analyst
  • Optimize breaks the day of or day before the actual schedule
  • Schedule ADHOC intra-day training requests and update schedules
  • Produce and analyze daily efficiency reports (representative availability, access level etc.)
  •     Attend centralized and/or site management meeting, as required
  •     Cater to real time adhoc requests as and when required

Skills

  • Required good communication skill.
  • Required good knowledge of MS Excel & Power point.
  • Proficiency with computers
  • Willing to work 24*7
  •     Ability to handle pressure situations
  •     Drive for self-learning and knowledge enhancement

Location:

MYS Cyberjaya

Language Requirements:

English

Time Type:

Full time

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