Real Time Management Analyst

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

Job summary

Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. Analyst, Real Time Management role in Gurugram focuses on intraday real-time monitoring of service levels, workforce, and KPIs across sites.

You will manage real-time updates, drive staffing actions, and collaborate with the WFM team to keep operations aligned. Strong Excel and call-centre knowledge are required, with 2+ years in a contact centre.

Qualifications

• Graduate with 2+ years of contact centre experience.
• Strong communication skills, both written and verbal.
• Proficient with MS Excel and MS Office suite.
• Experience with IEX, Avaya and other WFM tools.
• Understanding of call centre operations and KPIs.

Responsibilities

• Intraday real time monitoring of service levels for all queues across sites.
• Real time monitoring of associates performance.
• Manage real time updates on service levels, data and KPIs.
• Drive real-time staffing adjustments vs requirements.
• Communicate changes to operations and WFM teams.
• Provide real-time updates to routing profiles as needed.
• Review and process time-off requests in real time.
• Update and send site performance reports (KPI, NPT, occupancy).
• Build relationships with stakeholders to align objectives.
• Review TTs to assist stakeholders in real time.
• Support other WFM teams as needed.

Skills

Communication skills

Multi-tasking

Self-starter

Attention to detail

Education

Graduate

Tools

IEX

Avaya

InContact

Oracle

ACD

Microsoft Office

Job description

Job Title

Analyst, Real Time Management

Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance.

Role and KEY RESPONSIBILITIES

• Intraday real time monitoring of service levels for all queues for all sites through the operating window (Anytime 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
• 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 centre 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.

Qualification

• Graduate

Location

IND Gurugram - 2nd, 3rd and 4th Flrs, RMZ Infinity

Time Type

Full time

Experience Level

Mid Level