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20

May

Contact Centre - Real Time Analyst

Concentrix - Mungindi, QLD

Customer Service & Call Centre
Source: uWorkin

JOB DESCRIPTION

Who are we?

In a world full of average, we stand out. We believe experience is everything! To achieve outstanding results, we are disrupting the market by being absolutely obsessed with making our clients businesses better. We bring together the brightest and most creative minds in business, cutting-edge technology solutions, proven design thinking expertise and exceptional customer experience centres. Our clients notice the difference too, in increased customer loyalty, improved business performance and differentiation in their markets. As a diverse, global organisation, we have unconventionally fresh ideas and deliver extraordinary customer experiences for more than 450 of the world's best brands.
Concentrix - a passionate company powered by passionate people.


We are looking for a Permanent Full Time RTA to join our new centre and team that has opened in Robina. The role is responsible for real-time management of Concentrix call centre resources by ensuring service levels are met. This will be done by conducting real-time monitoring of queues and skill sets for the site while identifying daily trends.


Who are we looking for to join our team?

We are looking for a great cultural fit – so the energy and attitude you bring to this role is just as important as your previous experience.

  • Demonstrated experience in a contact centre environment
  • Strong Microsoft Access and Excel skills
  • High level of accuracy and attention to detail
  • Strong communication skills
  • Ability to build rapport and work with other teams
  • Demonstrated ability to manage own work time and prioritise work tasks
  • Ability and willingness to work autonomously and productively as a member of a team
  • Some travel may be required to Brisbane for team training as well as team activities with the Brisbane based WFM team
  • Available between 5.30am – 11pm, Monday to Friday (possible weekend work)


Now let’s talk about what your day to day could involve:

  • Managing the absentee line and report on absences daily
  • Roster Adherence - Monitoring and maintenance of daily roster to ensure staff are performing correct task per interval
  • Proactively identify issues and areas for process improvement
  • Conduct real-time monitoring of queues and skill sets for site and identify trends
  • Maintain a special emphasis on looking for possible downtime and telephony issues
  • Provide regular feedback on team and individual adherence performance
  • Help with reporting on team performance where required

Applicants must be an Australian Citizen and complete and pass thorough pre-employment checks.

Mungindi, QLD

Customer Service & Call Centre




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