Analyst, WFM Real Time Management

Concentrix Corporation; Bengaluru; Sur place; INR 600 000 - 900 000; Plein temps

Résumé du poste

Concentrix Corporation in Bengaluru, India, is seeking an Analyst, WFM Real Time Management to join our WFM team. The role focuses on intraday monitoring, real-time adherence, and performance reporting to ensure service level targets across multiple sites and channels.

The ideal candidate will have two years of WFM RTM experience, strong Excel skills, and familiarity with NICE WFM/Verint/Aspect. You will liaise with operations to implement real-time changes and drive efficiency.

Qualifications

• Two-year WFM RTM experience is mandatory.
• Knowledge of contact center methodologies and operational principles.
• Strong communication and analytical skills.
• Advanced Excel proficiency is preferred.
• Willingness to work across shifts.

Responsabilités

• Intraday real-time monitoring of service levels across queues and sites.
• Monitor agents’ performance and adherence to capacity targets.
• Generate and communicate performance reports (shrinkage, occupancy, NPT) for stakeholders.
• Support real-time routing/profile changes and ad-hoc requests.
• Prepare management reports and participate in special projects.

Connaissances

Two-Year WFM RTM experience

Contact Center knowledge

Excel (Advanced)

Analytical thinking

Communication skills

Formation

Graduation

Outils

NICE WFM

Verint

Aspect

Description du poste

## Analyst, WFM Real Time ManagementApplylocations: IND Bangalore - Embassy Manyata Business Park 4th Floor Block F2time type: Full timeposted on: Posted Todaytime left to apply: End Date: September 18, 2026 (23 days left to apply)job requisition id: R1754893Job Title:Analyst, WFM Real Time ManagementJob DescriptionROLE : CL 9ADESIGNATION : Analyst, WFM Real Time ManagementLOCATION : Bangalore, IndiaConcentrix 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.WFM As a Service - The Candidate will be the single Point of Contact for any Client requirements. The person will be responsible for managing the WFM Services for the aligned accounts and team for various geographies and across all modalities/channels.Key role & Responsibilities:* Intraday real time monitoring of service levels for all queues at all sites.* Real time monitoring of agents’ performance from all teams at all sites.* Drive real-time adherence to the expected capacity against the actual performance to achieve service levels and efficiency metric goals* Communicate and call out changes to incoming contact patterns to operations and the broader WFM team* Have a real time communication with the WFM team and operations when call outs or changes need to be done* Support changes within routing profiles* Update and send reports related to the performance of each site including but not limited to shrinkage, occupancy, and NPT usage* Review TTs assigned to the WFM team that require real-time assistance to different stakeholders* Provide assistance to the WFM team as needed and provides daily reports* Resolve escalated issues and requests from the account management* Preparing ad-hoc reports & analysis for management reporting* Drive Special Projects and Initiatives assigned* Resolve escalated issues and requests from the account management* Cater to real time ad-hoc requestsKey Skills and knowledge:* Two-Year Experience in the WFM RTM is mandatory.* Knowledge of Contact Centre methodologies and operational principles* Excellent communication skills* Thought leadership, Outcome focused.* Strong ownership and can-do attitude, dealing with ambiguity* Extensive experience with WFM software and knowledge of WFM Tools (NICE WFM/Verint/Aspect) will be an added advantage.* In-depth understanding of call center metrics and their impact on each other like, service-level, ASA, AHT, Abandon, Occupancy, Staffing, Schedules etc.* Analytical and Problem-solving ability* Good knowledge of Excel and Advanced Excel is preferred.* Should be open to work in all shiftsQUALIFICATIONS : GraduationDisclaimer:-'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.'