Analyst, WFM Real Time Management

CNX; Bengaluru; On-site; INR 700,000 - 1,000,000; Full time

Job summary

Concentrix in Bangalore is seeking an Analyst, WFM Real Time Management to monitor service levels intraday and ensure adherence across sites and channels.

You will own real-time performance against capacity, generate daily reports, support ad-hoc analyses, and drive improvements through collaboration with WFM and operations teams. This role requires strong analytics, Excel skills, and willingness to work in shifts.

Qualifications

• Two-year experience in the WFM RTM is mandatory.
• Knowledge of Contact Centre methodologies and operational principles.
• Excellent communication skills.
• Strong ownership and can-do attitude.
• Extensive experience with WFM software (NICE WFM/Verint/Aspect) preferred.
• In-depth understanding of call center metrics and their impact (SL, ASA, AHT, Abandon, Occupancy, Staffing, Schedules).
• Analytical and problem-solving ability.
• Good knowledge of Excel and Advanced Excel.

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 capacity against actual performance to meet service levels.
• Communicate changes to incoming contact patterns to operations and WFM team.
• Maintain real time communication with WFM and operations for changes.
• Support changes within routing profiles.
• Update and send reports on site performance (shrinkage, occupancy, NPT).
• Review TTs assigned to WFM team requiring real-time assistance.
• Provide daily reports and ad-hoc analysis for management.
• Drive special projects and initiatives.
• Resolve escalated issues and requests from account management.
• Cater to real time ad-hoc requests.

Skills

WFM RTM

Call center metrics

Excel

Communication skills

Ownership mindset

Shift flexibility

Education

Graduation

Tools

NICE WFM

Verint

Aspect

Job description

Job Title:

Analyst, WFM Real Time Management

Job Description

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

QUALIFICATIONS : Graduation

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 - Embassy Manyata Business Park 4th Floor Block F2

Language Requirements:

Time Type:

Full time