RTA WFM

Concentrix; Dadri; Hybrid; INR 600,000 - 900,000; Full time

Job summary

Concentrix is seeking a Real Time Analyst (RTA) to monitor and manage real-time performance of the contact center, ensuring SLA, occupancy, and productivity targets are met. The role bridges Operations and WFM, coordinating intraday staffing and roster adjustments.

Qualifications include Graduation/Undergraduation and strong experience with WFM tools (IEX, Verint, Aspect, Nice, Genesys, Avaya CMS) and advanced MS Excel skills. Excellent analytical and coordination abilities are essential.

Qualifications

• Graduation/Undergraduation required.
• Strong real-time monitoring and analytics capabilities.
• Proficient with WFM tools (IEX, Verint, Aspect, Nice, Genesys, Avaya CMS).
• Advanced Excel skills (VLOOKUP, Pivot Tables, Conditional Formatting).

Responsibilities

• Real-Time Monitoring & Management of adherence, AUX, breaks, and shrinkage.
• Prepare intraday, daily, and hourly SLA, Adherence, and productivity reports.
• Coordinate with Operations, TLs, Trainers, and QA for staffing and rosters.
• Manage tool usage and perform real-time queue adjustments and agent movements.

Skills

Real-time monitoring

Stakeholder coordination

Reporting & analysis

Adherence to SLA

Education

Graduation/Undergraduation

Tools

IEX

Verint

Aspect

Nice

Genesys

Avaya CMS

MS Excel

Google Sheets

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.

Job Description: The Real time analyst is responsible for monitoring and managing real-time performance of the contact center to ensure Service Level, Occupancy, and productivity goals are met. The RTA acts as a bridge between Operations and WFM.

Key Responsibilities

• 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
• 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.
• 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.
• 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 Language Requirements: 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. 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 design brand-defining experiences. The technologists & engineers who build smarter 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.