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Job Description
Job Title:
Analyst, WFM Real Time ManagementJob Description
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.
Role and KEY RESPONSIBILITIES
- Intraday real time monitoring of service levels for all queues for all sites through the operating window (Anytime 24/7/365)
- Real time monitoring of associates performance from all teams at all sites
- Managing Real Time updates on Service Levels, Contact data and other KPIs
- Drive real-time impacts to staffing for both internal and outsourced teams vs. requirements metric goals
- Communicate and call out changes to incoming contact patterns to operations and the broader WFM team
- Real time communication with the WFM team and operations when call outs or changes need to be done (Agent States, queue conditions, weather)
- Support changes within routing profiles to move associates as needed
- Update and send reports related to the performance of each site including but not limited to shrinkage, occupancy, other KPIs and NPT usage
- Build and maintain strong relationships with key stakeholders from all sites to ensure shared objectives are met
- Review and work TTs assigned to the WFM team that require real-time assistance to different stakeholders
- Review and process VTO/PTO/OT/Non-Prod time requests in real-time
- Provide assistance to the other WFM teams as needed.
Key Skills & Knowledge
- MS Excel Knowledge is required. Knowledge of IEX, Avaya and other Workforce Scheduling tools (Admin, setup, use, updated, edits, reporting) will be considered as an added advantage
- Graduate with 3+ years contact centre experience and Good Communication Skill
- MS Office - PowerPoint, Word, Access, Outlook, etc.
- InContact/Oracle - ACD and other ACD platforms to support multi-channel Environment - (Voice/Chat/Email/SMS)
- 2+ years Workforce Experience (RTA or greater)
- Basic knowledge of the call centre industry.
- Basic understanding of the financial impact of all decisions made within the Command Center (i.e. system downtime overtime home early utilization percent answered etc.).
- Knowledge of ACD and Call Center Workforce applications - preferred.
- Strong oral and written communication skills.
- Proficient in Microsoft Office.
- Ability to multi-task, prioritize, and meet timelines of deliverables.
- Self-starter, sense of urgency, and works well under pressure.
- High attention to detail, sense of professionalism and ability to develop relationships
Qualification : Graduate
Disclaimer:
Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for recruitment, processing or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities.
Location:
IND Gurgaon - Bld 14 IT SEZ Unit 1, 5th, 6th and 17th FlrLanguage Requirements:
Time Type:
Full timeMore Info
Key Skills
About Company
Mission: Hi, we're Concentrix. We're a global technology and services leader that powers the brands of the future. We help well-known brands - the ones you use every day - improve their businesses with technology and integrated solutions, in over 70 countries. Company Overview: We power the brands of the future. Some call us a global technology and services leader. But we're so much more. Human-centered, tech-powered, intelligence fuelled. Every day we're busy helping over 2000 of the world's best brands solve their toughest business challenges. Whether it's…… designing game-changing brand experiences, building and scaling secure AI technologies, or building loyalty to drive revenue. We've got them covered. But how We design, build, and run fully integrated, end-to-end solutions across the entire enterprise, at speed and scale. We're the strategic thinkers who designbrand-defining experiences. The technologists & engineers who buildsmarter solutions. And the operational experts who run it all and make it work seamlessly. By integrating strategy & design with data & analytics, enterprise technology, and digital operations. You could say, at the heart of everything we do lies a commitment to transform the way companies connect, interact, and grow across the world and into the future. Experience the power of Concentrix. Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.
