Real Time Management

2 weeks ago


Cairo, Cairo, Egypt Concentrix Egypt Full time

Responsibilities:


• Distributes accurate and timely agent schedules using WFM now / Nice IEX


• Inputs 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 canter



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