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Company : Convergys India Services Pvt. Ltd

Location : Gurgaon

Experience : 0 – 1 yrs.


Job Description

Coordinator Intraday

Requisition #: 160484

Location: , Gurgaon India (Bestech), India

Job Type: Workforce Management


Dimension & Scope:
The Floor Assistant III is responsible for controlling one or more clients; programs; or lines of business at a Convergys Contact Center. Floor management responsibilities include monitoring intraday operational performance of one or more programs and/or lines of business; noting and identifying exceptions to performance; and executing established exception procedures including agent actions; system updates; and support group notifications including RPM; Quality and HR. The incumbent will use technology and tools to monitor system events to identify performance exceptions requiring both short term (intraday) and longer term (agent scheduling) attention. Principal Duties and Responsibilities: Ensure, in collaboration with Floor Leaders and RPM/Schedulers, accurate and timely agent schedules. Focus on real-time/intraday agent productivity, performance exceptions and schedule adherence in collaboration with the command center. Execute system modifications (e.g., schedule updates and queue moves) and/or issue procedural notifications based on trigger events e.g., AHT, volume, attendance, etc. Coordinate trouble tickets and escalate issues as required. Work with the Floor Leader to ensure accurate and timely schedules are available to the agents Effectively use technology, tools, and other floor management resources to optimize client service levels and program economic performance. Manage intraday client, program, or line of business performance to meet or exceed contractual requirements. Be sensitive to agent’s requests while balancing operational performance, contractual requirements and the needs of the business. Initiate and execute plans for unusual volume or agent availability situations including the movement of agents in CMS (queue/line management). Input intraday scheduling exceptions as required (e.g. training, breaks, lunches, meetings, VGH, overtime, IGH, etc.), through either Digital Solutions (payroll impacting) or IEX. Point of contact for system administration for the agents and for opening/following up on trouble tickets to ensuretickets are resolved. Provide floor management direction through face-to-face communications, phone, and messaging applications e.g., QuickCom with agents and the command center. Track, update as needed, and report operational results e.g., schedule variance, timekeeping (TKS)/phone (CMS) variance (Harmony), overtime, occupancy, agent productivity, etc. Education & Professional Certifications: High school diploma or equivalent with three or more years of related work experience; or High school diploma or equivalent and formal, specialized, job-related training with one to three years related work experience Two or four year college degree desirable Minimum one year experience in a contact center Candidate Profile: Must have strong business as well as specific program acumen Proficiency with various software applications such as Microsoft Word and Excel Proficiency in IEX, CMS or other similar resource scheduling / intraday management applications preferred Ability to multi-task and maintain composure in a demanding work environment. Extremely strong oral communication skills Detail and service level (SLA) orientated (keen ability to observe systems and recommend improvement opportunities) Willing to accept responsibility and accountability Environment, Physical & Other Requirements: The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list ofresponsibilities, duties and skills required of personnel so classified.8

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