Senior Representative, Real Time ManagementConcentrix

• Analyse 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.
• Analyse 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.
• 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.

COMPETENCIES:

• Customer driven & commercially aware.
• Forward thinking whilst pragmatic.
• Organized & Energetic.
• Calm under pressure.
• Excellent Communication.
• Can work and adapt within a highly dynamic and growing environment.
• Problem Solving