Analyst, WFM Real Time Management

Concentrix Daksh Services India Private Limited; Bengaluru; On-site; INR 600,000 - 900,000; Full time

Job summary

Concentrix is seeking an Analyst for WFM Real Time Management in Bengaluru. The role focuses on real-time monitoring, troubleshooting, and optimization of call center performance, with responsibilities spanning incident management, staffing, and performance reporting.

The candidate will participate in rapid response activities, coordinate with global teams, and ensure service levels meet client expectations while maintaining clear communication with stakeholders.

Qualifications

• Bachelor's degree in related field required.
• 3+ years’ workforce experience (RTA or greater) expected.
• 1+ years’ experience working with tools or equivalent counterparts.

Responsibilities

• Provide troubleshooting support for Tier 1 and Tier 2 escalations and coordinate for global inbound/outbound systems and call routing issues.
• Participate in Rapid Response calls to minimize system downtime and provide updates to senior management.
• Identify and escalate system difficulties including switch and ACD outages, and communicate with clients.
• Document incidents using the service management suite and notify affected stakeholders.
• Manage call volume and labor resources for inbound/outbound centers, meeting client goals.
• Monitor call centers across platforms and verify allocation settings, queue targets, and campaigns.
• Recommend queue, DNIS priority, and holdout adjustments to meet targets.
• Analyze and monitor statistics to forecast demand and staffing.
• Suggest strategies to improve labor utilization and key performance indicators to Operations.
• Review TTs for real-time assistance to stakeholders and manage real-time performance.

Skills

WFM tools

Good communication

MS Office

InContact/Oracle ACD

Education

Bachelor's degree in related field

Tools

WFM Administration

InContact/Oracle ACD

Job description

Job Title: Analyst, WFM Real Time Management

Job 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

• Provide troubleshooting support for all Tier one and Tier two escalations and coordination for all global inbound and outbound systems and call routing issues.
• Participate in Rapid Response calls to minimize system downtime and provide regular updates to senior management.
• Recognize and initiate escalation for all system difficulties, including switch and ACD systems, routing systems, and Tier One production impacting tool outages inclusive of client communication.
• Document all incidents using the service management suite and notify impacted stakeholders.
• Manage call volume and labor resources for inbound/outbound call centers, while maintaining and exceeding Organization’s and client goals and expectations.
• Monitor designated call centers through various internal and external platforms, instituting timely and efficient communication to verify allocation settings, queue settings, overflow targets, media events, and transcription campaigns.
• Monitor toll free call routing plans using a variety of routing platforms provided by various carriers.
• Recommend and implement queue, DNIS priority and holdout adjustments through the various network carrier platforms and switch packages ensuring to achieve established goals.
• Analyze and monitor statistical information in a timely manner to achieve proper call allocation goals, reforecasting demand and staffing.
• Recommend strategies to Operations for improved labor utilization and key performance indicators.
• Review and work TTs assigned to the WFM team that require real-time assistance to different stakeholders.
• Agent skilling (workgroup or queue membership concepts), multi-skill routing sets (the concept of Forecast groups, staff groups, and intent routing).
• Queue Performance Reporting and Actions Taken.
• Interval Productivity reporting and ROCC(offshore) Helpdesk.
• Review and process VTO/PTO/OT/Non-Prod time requests in real-time.
• Intraday real time monitoring of service levels for all queues at all sites 24/7/365.

Key Skills & Knowledge

• Aspect/IEX WFM – and other Workforce Scheduling tools. (Admin, setup, use, updated, edits, reporting)
• Good Communication Skill
• MS Office – Excel, PowerPoint, Word, Access, Outlook, etc.
• InContact/Oracle – ACD and other ACD platforms to support multi-channel Environment – (Voice/Chat/Email/SMS)
• 3+ years’ Workforce Experience (RTA or greater)
• 1+ years’ experience working with tools or equivalent counterparts
• Bachelor's degree in related field from a four-year college or university program
• Basic knowledge of the call center 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.

Qualifications

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 Bangalore - Ecospace Bus Park

Time Type

Full time

Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.