Analyst, WFM Real Time Management

Convergys; Bengaluru; On-site; INR 700,000 - 900,000; Full time

Job summary

Concentrix is hiring for an Analyst, WFM Real Time Management in Bangalore, India. The role focuses on intraday monitoring of service levels across queues and sites, real-time tracking of agent performance, and ensuring adherence to capacity plans to meet targets.

You will act as a single point of contact for client requirements, prepare ad-hoc reports, drive real-time actions, and support operations with reports on shrinkage, occupancy, and other WFM metrics.

Qualifications

• 2-year experience in WFM RTM mandatory.
• Knowledge of contact centre methodologies and operational principles.
• Excellent communication skills.
• Proficiency in Excel and Advanced Excel.
• Familiarity with WFM tools (NICE WFM/Verint/Aspect).

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 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 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 requests.

Skills

WFM RTM experience

Contact centre knowledge

Excel (Advanced)

Analytical thinking

Ownership & accountability

Education

Graduation

Tools

NICE WFM

Verint

Aspect

Job description

Job Title: Analyst, WFM Real Time Management

ROLE : CL 9A

DESIGNATION : Analyst, WFM Real Time Management

LOCATION : Bangalore, India

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.

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 requests.

Key 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 shifts.

GRADUATION

Location: IND Bangalore - Embassy Manyata Business Park 4th Floor Block F2

Language Requirements: Time Type: Full time 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.