WFM Real Time Management Analyst (Onsite)

Concentrix; Mississauga; On-site; CAD 60,000 - 65,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

EAP (Employee Assistance Program)

RRSP

Paid Time Off

Holidays

Paid Training

DailyPay

Wellness Programs

Mentorship

Modern Office

Inclusion Programs

Job summary

Concentrix is hiring a WFM Real Time Management Analyst in Mississauga, Canada. The role focuses on real-time adherence, staffing optimization, and performance updates to meet service-level goals in a fast-paced contact center environment.

The successful candidate will monitor trends, work with Operations to allocate volumes, and collaborate with cross-functional teams. On-site work is expected, with competitive CAD compensation and benefits, plus career growth opportunities.

Qualifications

• Minimum of one year working in a contact center environment.
• Intermediate proficiency in MS Office, particularly Excel.
• Must be open to schedule flexibility to respond to business needs as needed.
• Must be 18 years of age or older with a completed High School Diploma or GED.

Responsibilities

• Monitor real-time adherence using tools available (IEX, CMS, Verint, Aspect RTA, etc).
• Act as the real-time monitor for the Operations team and provide direction to hit service-level goals.
• Respond to Service Level variations by adjusting staffing to match demand.
• Prepare, report, and analyze trends such as Volume, AHT, ASA, Occupancy, Utilization, and Shrinkages.
• Optimize use of tools/technology to improve efficiency and effectiveness.

Skills

Contact center experience

MS Office Excel

Schedule flexibility

Attention to detail

Tools

MS Excel

Job description

A NEW CAREER POWERED BY YOU

Are you looking for a career change with a forward-thinking global organization that nurtures a true people-first, inclusive culture and a genuine sense of belonging? Would you like to join a Fortune 500 company that earns “World’s Best Workplaces”, “Best Company Culture”, and “Best Companies for Career Growth” awards every year? Then a WFM Real Time Management Analyst position at Concentrix is the right place for you!

As a WFM Real Time Management Analyst, you’ll join an organically diverse team from around the globe where all members contribute to and support each other’s success and wellbeing, proudly united as “game-changers.” Together, we serve as the intelligent transformation partner for the world’s best-known brands, delivering exceptional customer experiences with tech-powered innovation.

CAREER GROWTH AND PERSONAL DEVELOPMENT

This is a great opportunity to reimagine an all-new career journey and develop “friends for life” at the same time. We’ll give you all the training, technologies, and ongoing support you’ll need to succeed. Plus, at Concentrix, there’s real career (and personal) growth potential. In fact, about 80% of our managers and leaders have been promoted from within! That’s why we offer a range of no-cost learning and leadership development programs designed to set you on your way to the kind of career you’ve always envisioned.

WHAT YOU WILL DO IN THIS ROLE

As a WFM Real Time Management Analyst, you’ll:

• Monitor real-time adherence using tools available, IEX, CMS, Verint, Aspect RTA, etc.




• Act as the real-time monitor for the Operations team by providing direction, guidelines, and performance updates to hit service-level goals.




• Appropriately respond to Service Level variations by working with Operations to match staff to demand and/or reallocate volumes.




• Prepare, report, and analyze trends such as Volume, AHT, ASA, Occupancy, Utilization, and Shrinkages to understand and plan for potential.




• Optimize the use of tools/technology & improve the efficiency and effectiveness of the organization.




• Highlight data abnormalities that one may spot in the dataset beforehand.




• Accurate adherence and compliance tracking to enhance utilization.




• Optimization based on trends to improve intra-day performance.




• Interact with Client Command Centers, Work Force Management Groups, Technology & Network Services Teams.




• Analyze staffing at the postmortem and intraday levels to drive decision-making.




• Work closely with other WFM teams to drive delivery results.

YOUR QUALIFICATIONS

Your skills, integrity, and genuine compassion will deliver value and success with every customer interaction. Other qualifications for our WFM Real Time Management Analyst role include:

• A minimum of one year working in a contact center environment, Required




• Previous Work Force Management experience in a contact center environment, Preferred




• Intermediate proficiency in MS Office, particularly Excel, Required




• Must be open to schedule flexibility to respond to business needs as needed, Required




• Candidates must currently reside within a 20-mile radius of the Concentrix site in Mississauga, ON, for immediate consideration, Required




• Must have excellent time management skills, with the ability to work with minimal supervision and under tight timelines




• Must have exceptional attention to detail, which includes the ability to handle high-pressure situations, identify and correct any errors or discrepancies, and share feedback with Leadership team.




• Ability to foster a sense of professionalism and relationship building for self, team and various levels of Senior Leadership.




• Must be 18 Years of age or older with a completed High School Diploma or GED

WHAT’S IN IT FOR YOU

One of our company’s Culture Beliefs says, “We champion our people.” That’s why we invest in our game-changers, our infrastructure, and our capabilities to ensure long-term success for both our teams and our clients. And we’ll invest in YOU to aid in your career path and in your personal development. In this role, you’ll also be provided with:

• The base salary range for this position is $60,000.00 - $65,000.00 CAD annually, plus incentives that align with individual and company performance. Actual salaries will vary based on work location, qualifications, skills, education, experience, and competencies. Benefits available to eligible employees in this role include medical, dental, and vision insurance, a comprehensive employee assistance program (EAP), a registered retirement savings plan, paid time off, and holidays.




• Paid training and lucrative employee referral program.




• DailyPay enrollment option to access pay \"early,\" when you want it.




• Health and wellness programs with trained partners to help promote a healthy you




• Mentorship programs that support your rewarding career journey




• A modern, state-of-the-art office setting with advanced technologies and a great team.




• Programs and events that support inclusion and belonging, as well as global citizenship, sustainability, and community support.




• Company networking opportunities with organized groups in the following topics: Network of Women, Black Professionals, LGBTQ+ Pride, Ability (disabilities), Dynamic (neurodiversity), Women in Tech, OneEarth Champions, Wise Owls (experienced), and more.

REIMAGINE THE BEST VERSION OF YOU!

JOB AVAILABILITY

This position is for an existing, immediate vacancy. We are currently seeking to fill this role with an individual who can start as soon as possible. The deadline to apply for this position is: November 13, 2026 .

Physical and Mental Requirements:

The employee is regularly required to operate a computer, keyboard, telephone/headset, and/or other office equipment as essential functions of this position. Work is generally sedentary in nature.

Equal Opportunity Statement:

Concentrix is committed to equal employment opportunity and does not discriminate on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity or expression, age, marital or family status, disability, or any other category protected by provincial human rights legislation.

Reasonable Accommodation Statement:

Concentrix welcomes and encourages applications from candidates with disabilities and is committed to providing an inclusive recruitment process. If you require reasonable accommodation to participate in any stage of the application or interview process, please let us know. Requests may be made by contacting [e-mail] . All information will be treated confidentially and used solely to facilitate your participation in the recruitment process.

Artificial Intelligence (AI):

As part of our recruitment process, we may use artificial intelligence (AI) tools to assist in the screening and/or assessment of job applicants. These tools could be used to evaluate resumes, applications, and other materials submitted to help us identify the best candidates for the role.

Work Authorization:

Only qualified applicants who are legally authorized to work in Canada will be considered.