RTA WFM

CNX; Dadri; On-site; INR 600,000 - 1,200,000; Full time

Job summary

Concentrix is seeking a Real-Time Monitoring & WFM Analyst to join our Noida operations. You will monitor real-time adherence, intraday metrics, and resource utilization using CMS, IEX, Verint, Nice, and other tools to support service levels.

You will prepare intraday and hourly reports, coordinate with operations and trainers, and help optimize staffing, breaks, and schedules. Proficiency in MS Excel and Google Sheets is expected.

Qualifications

• Graduation/Undergraduation.

Responsibilities

• Monitor real-time adherence, AUX usage, login/logout, breaks and shrinkage using WFM tools.
• Prepare intraday, daily and hourly reports and analyze trends to suggest actions.
• Coordinate with Operations, Team Leaders and Trainers for staffing and schedule optimization.

Tools

IEX

Verint

Aspect

Nice

Genesys

Avaya CMS

MS Excel

Google Sheets

VLOOKUP

Pivot Tables

Conditional Formatting

Job description

Job Title

RTA WFM

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.

Key Responsibilities

1. Real-Time Monitoring & Management: Monitor real-time adherence, AUX usage, login/logout, breaks, and shrinkage via CMS, IEX, Verint, Nice, or Aspect. Monitor intraday call volume, AHT, and service level vs. forecasted plan. Send real-time alerts to Operations team for adherence breaches and SLA risks. Manage skill changes, queue management, and agent movements in real-time

2. Reporting & Analysis : Prepare and publish intraday, daily, and hourly reports - SLA, Adherence, Absenteeism, Conformance. Analyze intraday trends and recommend action plans (OT, VTO, preponement/postponement of breaks).Maintain RTA tracker and exception logs.

3. Stakeholder Coordination: Coordinate with Operations, TLs, Trainers, and Quality for staffing and roster adjustments. Support break/lunch/meeting/training schedule optimization. Participate in client calls and present real-time performance.4. Tools Management: Working knowledge of WFM tools - IEX, Verint, Aspect, Nice, Genesys, Avaya CMS. Proficient in MS Excel (VLOOKUP, Pivot Tables, Conditional Formatting), Google Sheets.

Educational Qualification

Graduation/Undergraduation

Location

IND Noida - S2 World Trade Tower Plot No 1 Delhi Noida Direct Flyway

Time Type

Full time