Associate Jobs for Freshers 2024 by Concentrix

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Associate Jobs for Freshers 2024 by Concentrix
source: https://www.concentrix.com/

Last Updated on September 17, 2024 by GeeksGod

Off Campus Placement Drive 2024

Associate Jobs for Freshers 2024, Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.

Job TitleAssociate Jobs for Freshers 2024 by Concentrix
DescriptionEducation Qualification: Any Graduate
Estimated salaryPer hour –
Work LocationPostal code :
Gurugram
Employment TypeFULL TIME

Roles & Responsibilities for Associate Jobs for Freshers 2024 by Concentrix

  • Provide troubleshooting support for all Tier one and Tier two escalations and coordination for all global inbound and outbound systems and call routing issues.
  • Participate in Rapid Response calls to minimize system downtime and provide regular updates to senior management.
  • Should be able to manage business based on-Line Adherence, Service Level, FTE and ASA
  • Recognize and initiate escalation for all system difficulties, including switch and ACD systems, routing systems, and Tier One production impacting tool outages inclusive of client communication.
  • Document all incidents using the service management suite and notify impacted stakeholders.
  • Manage call volume and labor resources for inbound/outbound call centers, while maintaining and exceeding Organization’s and client goals and expectations.
  • Monitor designated call centers through various internal and external platforms, instituting timely and efficient communication to verify allocation settings, queue settings, overflow targets, media events, and transcription campaigns.
  • Monitor toll free call routing plans using a variety of routing platforms provided by various carriers.
  • Recommend and implement queue, DNIS priority and holdout adjustments through the various network carrier platforms and switch packages ensuring to achieve established goals.
  • Analyze and monitor statistical information in a timely manner to achieve proper call allocation goals, reforecasting demand and staffing.
  • Recommend strategies to Operations for improved labor utilization and key performance indicators
  • Review and work TTs assigned to the WFM team that require real-time assistance to different stakeholders
  • Agent skilling (workgroup or queue membership concepts), multi-skill routing sets (the concept of Forecast groups, staff groups, and intent routing)
  • Queue Performance Reporting and Actions Taken
  • Interval Productivity reporting and ROCC(offshore) Helpdesk
  • Review and process VTO/PTO/OT/Non-Prod time requests in real-time
  • Intraday real time monitoring of service levels for all queues at all sites 24/7/365

Key Skills & Knowledge for Associate Jobs for Freshers 2024 by Concentrix

  • Experience in managing large scale complex operations in Real Time
  • Experience in managing multi-site and multivendor environment
  • Strong Communicator and decision maker
  • Strong business acumen
  • Should be a go-getter and a collaborator
  • Analytical and Problem-solving ability
  • Ability to simplify complex operations into repeatable processes
  • Hands-on experience in Telephony and WFM tools (CMS Avaya/Genesys/Cisco/Aspect/Verint/IEX)
  • High attention to detail and sense of professionalism and ability to develop relationships

Education Qualification: Any Graduate

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Associate Jobs for Freshers 2024 by Concentrix
Associate Jobs for Freshers 2024 by Concentrix 2
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