Real Time Analyst

Webhelp Enterprise; Gurugram District; On-site; INR 4,00,000 - 8,00,000; Full time

Job summary

A leading outsourcing company in Gurgaon is seeking a Real Time Analyst to monitor service levels and performance metrics in real-time. This role requires 2+ years of contact center experience and strong Excel and communication skills. You will work closely with teams to ensure alignment with staffing and contact patterns, enhancing business performance. The position offers a full-time commitment and opportunities for growth in project management and information technology.

Qualifications

• 2+ years contact center experience required.
• Knowledge of workforce scheduling tools is an advantage.
• Proficiency in Microsoft Office is essential.

Responsibilities

• Monitor service levels and performance in real time.
• Communicate changes in contact patterns to teams.
• Update reports related to performance metrics.

Skills

MS Excel Knowledge

Good Communication Skill

MS Office (PowerPoint, Word, Access, Outlook)

Workforce Experience

Basic knowledge of the call center industry

Strong oral and written communication skills

Ability to multi-task and prioritize

High attention to detail

Education

Graduate

Tools

IEX

Avaya

InContact/Oracle

Job description

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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.

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Job Title

Real Time Analyst

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

• Intraday real time monitoring of service levels for all queues for all the sites throughout the operating window (24/7/365)
• Real time monitoring of associates performance from all teams at all sites
• Managing Real Time updates on Service Levels, Contact data and other KPIs
• Drive real-time impacts to staffing for both internal and outsourced teams vs. requirements 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 (Agent States, queue conditions, weather)
• Support changes within routing profiles to move associates as needed
• Update and send reports related to the performance of each site including but not limited to shrinkage, occupancy, other KPIs and NPT usage
• Build and maintain strong relationships with key stakeholders from all sites to ensure shared objectives are met
• Review and work TTs assigned to the WFM team that require real-time assistance to different stakeholders
• Review and process VTO/PTO/OT/Non-Prod time requests in real-time
• Provide assistance to the other WFM teams as needed.
  
  

Key Skills & Knowledge

• MS Excel Knowledge is required. Knowledge of IEX, Avaya and other Workforce Scheduling tools (Admin, setup, use, updated, edits, reporting) will be considered as an added advantage
• Graduate with 2+ years contact centre experience and Good Communication Skill
• MS Office – PowerPoint, Word, Access, Outlook, etc.
• InContact/Oracle – ACD and other ACD platforms to support multi-channel Environment – (Voice/Chat/Email/SMS)
• 1+ years’ Workforce Experience (RTA or greater)
• 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 relationships
  
  

Education Qualification :- Graduate

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 Gurgaon - Bld 14 IT SEZ Unit 1, 17th C & D and Gd Flr D

Language Requirements

Time Type:

Full time

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Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Project Management and Information Technology

• Industries

  Outsourcing and Offshoring Consulting

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