Associate, WFM Real Time Management

Concentrix Daksh Services India Private Limited; Gurugram District; Presencial; INR 600.000 - 900.000; Jornada completa

Descripción de la vacante

Concentrix is seeking an Associate for WFM Real Time Management to optimize intraday staffing and scheduling for international programs. The role involves managing shifts, time-off, overruns, and coaching to ensure quality and performance targets.

You will collaborate with multiple departments to plan training, analyze staffing needs, and maintain WFM systems. A strong communicator with MS Office proficiency is essential for success.

Formación

• Strong written and verbal communication.
• Proficient in Microsoft Office.
• Excellent attention to detail and financial impact awareness.
• WFM tools knowledge: IEX, eWFM, Avaya or Genesys.
• Willing to work in a 24x7 international environment.

Responsabilidades

• Manage agent preferences, time-off requests, shift bid process, trainings and overtime based on intraday reports.
• Collaborate with business units to schedule training and coaching.
• Review scheduling processes and identify efficiency improvements.
• Develop staffing requirements by setting thresholds for overhead and absences.
• Create schedules and staffing plans accurately and timely.
• Prepare reports for hiring needs and staffing analysis.
• Maintain WFM tools and setups such as IEX entities.
• Collaborate with Real Time and Planning to improve health of the business.

Conocimientos

Communication skills

MS Office

Attention to detail

WFM tools

Multi-tasking

Stakeholder management

Herramientas

IEX

eWFM

Avaya

Genesys

Descripción del empleo

Associate, WFM Real Time Management

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

• Manage agent preferences, time-off requests, shift bid process, trainings and overtime based on the intraday reports on performance and business goals
• Collaborate with various business units, quality, and training to schedule the necessary training, and associate coaching to ensure the company’s commitment towards quality.
• Review the current processes of scheduling and staffing and uncover potential opportunities for improved efficiency.
• Consult with operations to develop staffing requirements by setting thresholds for overhead, time-off, overtime, and absences.
• Develop schedules and staffing plans for assigned business in an accurate and timely manner.
• Identify schedule/plan changes in relevant databases and escal…
• Prepare reports for hiring needs, schedule, and staffing analysis for business reviews and stakeholders.
• Maintain various WFM tools and set ups, e.g. IEX entities, etc.
• Collaborate with other WFM departments like real time and planning to constantly review and improve the health of business and increase profitability.

Key skills and knowledge

• Strong communication skills, both written and verbal.
• Highly Proficient in Microsoft Office tools.
• High attention to detail Understanding the financial impact of all decisions made within WFM.
• Solution driven and resulted oriented mindset.
• Highly Proficient in Microsoft Office tools.
• Ready to work in a dynamic 24*7 environment handling international programs/clients.
• Demonstrated ability to multi-task, prioritize, and meet timelines of deliverables.
• Self-starter, sense of urgency, and works well under pressure.
• Highly professional and able to develop strong business partnerships.
• Knowledge of any one or more WFM tools like IEX/eWFM/Avaya/Genesys

Education

'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 Gurgaon - Bld 14 IT SEZ Unit 1, 5th, 6th and 17th Flr

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.