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Representative, Real Time Management

3.00 to 5.00 Years   Colombia (Colombia)   29 Apr, 2025
concentrix bpo pvt ltd
Job LocationColombia (Colombia)
EducationMBA/ PGDMAny Graduate
SalaryAs per Industry Standards
IndustryTelecom, IT-Hardware/Networking
Functional AreaOperations/Customer Service/Telecalling/Backend
EmploymentTypeFull-time

Job Description

Job Title:Representative, Real Time ManagementReview the flow of calls and the use of tools by account advisors, through payment information and metrics, to ensure compliance with the indicators stipulated in the various service channels.

  1. Analyze the flow of calls for each line of business, using operational tools, in order to ensure the identification of the real-time behavior of the service.
  2. Notify the inadequate handling of tools and other operational metrics outside the established norms, with the purpose of guaranteeing the appropriate use of the equipment by the collaborators.
  3. Review the intervals with information of the current status of the employees, in order to ensure the identification of the affectations in the time slot.
  4. Send the reports of global metrics affected to the operation and the projections of the area, with the objective of achieving the observation of the needs that are presented in the time slot.
  5. Report technical incidents to the IT area, with the purpose of achieving a solution and documentation to the area according to the established guidelines.
  6. Consolidate process performance information, in order to achieve the delivery of data that allows the statistical analysis of the account.
  7. Organize information regarding special permits approved by the operation, in order to ensure the follow-up of actions and documentation within a logbook.
  8. Ensure real-time performance of consultants and service levels, in order to guarantee compliance with indicators and adequate attention to users.
Location:COL Bogota - Oficinas y terrazas deLanguage Requirements:English (Required)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 Residents Locations - Location COL Bogota - Oficinas y terrazas de

Keyskills :
call flow analysis performance metrics technical incident reporting data consolidation real time monitoring

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