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Concentrix Associate, Planning and Scheduling (Orlando) in Topeka, Kansas

Job Title:

Associate, Planning and Scheduling (Orlando)

Job Description

The Associate, Planning & Scheduling is responsible for managing the intraday performance of multiple program(s) or line(s) of business at one or more Call Center(s). This position will utilize monitoring systems to ensure appropriate staffing levels and agent availability to meet client expectations and Concentrix scheduling standards.


Essential Functions/Core Responsibilities

Distributes accurate and timely agent schedules

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 center

Reviews agent availability to ensure that client service agreements are met

Candidate Profile

Bachelor's degree in related field with less than two years of relevant experience preferred

Minimum one year experience in a call center required

Ability to multi-task, prioritize, and meet timelines on deliverables

Ability to guide individuals toward goal achievement using negotiation, collaboration, motivation and development skills

Excellent organizational skills

Strong attention to detail

Ability to coach and develop action plans to maximize performance

Proven ability to analyze and improve work processes and policies

Excellent customer service/support skills, and ability to work well under pressure

Proficient in Microsoft Office

Proficient in IEX, CMS or other similar resource scheduling/intraday management applications preferred

Career Framework Role

Performs routine assignments in the entry level of the Professional Career Band. Uses existing procedures to solve routine or standard problems. Typically requires a college or university degree or the equivalent work experience that provides knowledge and exposure to fundamental theories, principles and concepts. Develops competence by performing structured work assignments. Receives instruction, guidance and direction from others.


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 of all responsibilities, duties, and skills required of personnel working within this job title.




USA, OH, Work-at-Home

Language Requirements:

Time Type:

Full time