Analyst, Real Time Management

Concentrix; Gurugram District; On-site; INR 500,000 - 800,000; Full time

Job summary

Concentrix is a technology-enabled global business services company seeking an Analyst for Real Time Management. The role focuses on intraday monitoring of service levels across all queues and sites, and real-time tracking of associate performance to drive staffing decisions.

You will update reports and collaborate with WFM and operations to ensure targets are met. The ideal candidate has graduate credentials and 2+ years in a contact centre, with strong Excel and MS Office skills, and

Qualifications

• Graduate with 2+ years of contact centre experience.
• MS Excel knowledge required.
• Knowledge of IEX, Avaya, and workforce scheduling tools is a plus.
• MS Office—PowerPoint, Word, Access, Outlook, etc.

Responsibilities

• Intraday real-time monitoring of service levels for all queues and sites.
• Real-time monitoring of associates performance across teams.

Skills

MS Excel

Good communication

Multi-tasking

Detail oriented

MS Office suite

Education

Graduate

Tools

IEX

Avaya

InContact/Oracle ACD

Workforce scheduling tools

Job description

Job Title

Analyst, Real Time Management

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 2+ 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)
• 1+ 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.'