Analyst, WFM Real Time Management

Concentrix; Bengaluru; On-site; INR 600,000 - 900,000; Full time

Job summary

Concentrix is hiring for a Workforce Management specialist to support Tier 1/2 escalations and global call routing. You will participate in rapid response calls, document incidents, and coordinate labor resources to meet performance goals.

Ideal candidates have 3+ years in workforce operations, a Bachelor's degree, and strong MS Office skills. This role involves multi-channel environments and real-time monitoring across sites.

Qualifications

• 3+ years experience in Workforce/Call Center Operations.
• Bachelor's degree required.
• Strong written and verbal communication skills.
• Basic knowledge of call center industry and tools.
• Proficient in MS Office (Excel, PowerPoint).

Responsibilities

• Provide troubleshooting support for Tier 1 and 2 escalations and coordinate global inbound/outbound systems.
• Participate in Rapid Response calls to minimize downtime and update senior management.
• Document incidents and notify stakeholders.
• Manage call volume and labor resources for inbound/outbound centers.
• Monitor call centers and verify queue settings, allocation and targets.
• Analyze statistics to meet allocation goals and forecast staffing.
• Review real-time TTs for WFM team assistance.
• Handle agent skilling and multi-skill routing concepts.
• Report queue performance and take corrective actions.
• Process time-off requests (VTO/PTO/OT) in real-time.

Skills

WFM tools

Communication skills

MS Office

ACD platforms

Multi-channel environment

Call center knowledge

Workforce experience

Education

Bachelor's degree in related field

Tools

InContact/Oracle

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 24/7/365Key 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 relationshipsQUALIFICATIONS : GraduateDisclaimer:-'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.'