Sr. Analyst, WFM Real Time Management

Concentrix Daksh Services India Private Limited; Bengaluru; Sur place; INR 600 000 - 900 000; Plein temps

Résumé du poste

Concentrix Daksh Services India Private Limited in Bengaluru is seeking a Sr. Analyst, WFM Real Time Management to monitor call center performance, manage intraday staffing and routing, and ensure service levels across multiple sites.

You will analyze real-time data, adjust queues and staffing, coordinate with operations, and drive efficiency in a fast-paced, multi-channel environment.

Qualifications

• Graduate with a bachelor’s degree in a related field.
• Experience with call center workforce management tools (WFM).
• Strong communication skills and proficiency in MS Office.
• Knowledge of ACD and multi-channel routing is preferred.

Responsabilités

• Provide troubleshooting support for Tier 1 and Tier 2 escalations and coordination for global inbound/outbound systems and call routing issues.
• Participate in Rapid Response calls to minimize system downtime and provide updates to senior management.
• Document incidents using the service management suite and notify impacted stakeholders.
• Manage call volume and labor resources to meet client goals and expectations.
• Monitor intraday performance and verify queue settings, overflow targets, and routing plans.

Connaissances

WFM tools

Real time monitoring

Communication skills

MS Office

Analytical skills

Team coordination

Bachelor's degree

Formation

Bachelor's degree in related field

Outils

Aspect/IEX WFM

InContact/Oracle ACD

Excel

PowerPoint

Outlook

Description du poste

Job Title: Sr. Analyst, 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

• Provide troubleshooting support for all Tier one and Tier two escalations and coordination for all global inbound and outbound systems and call routing issues.
• Participate in Rapid Response calls to minimize system downtime and provide regular updates to senior management.
• Recognize and initiate escalation for all system difficulties, including switch and ACD systems, routing systems, and Tier One production impacting tool outages inclusive of client communication.
• Document all incidents using the service management suite and notify impacted stakeholders.
• Manage call volume and labor resources for inbound/outbound call centers, while maintaining and exceeding Organization’s and client goals and expectations.
• Monitor designated call centers through various internal and external platforms, instituting timely and efficient communication to verify allocation settings, queue settings, overflow targets, media events, and transcription campaigns.
• Monitor toll free call routing plans using a variety of routing platforms provided by various carriers.
• Recommend and implement queue, DNIS priority and holdout adjustments through the various network carrier platforms and switch packages ensuring to achieve established goals.
• Analyze and monitor statistical information in a timely manner to achieve proper call allocation goals, reforecasting demand and staffing.
• Recommend strategies to Operations for improved labor utilization and key performance indicators.
• Review and work TTs assigned to the WFM team that require real-time assistance to different stakeholders.
• Agent skilling (workgroup or queue membership concepts), multi-skill routing sets (the concept of Forecast groups, staff groups, and intent routing).
• Queue Performance Reporting and Actions Taken.
• Interval Productivity reporting and ROCC(offshore) Helpdesk.
• Review and process VTO/PTO/OT/Non-Prod time requests in real-time.
• Intraday real time monitoring of service levels for all queues at all sites 24/7/365.

Key Skills & Knowledge

• Aspect/IEX WFM – and other Workforce Scheduling tools. (Admin, setup, use, updated, edits, reporting
• Good Communication Skill.
• MS Office – Excel, PowerPoint, Word, Access, Outlook, etc.
• InContact/Oracle – ACD and other ACD platforms to support multi-channel Environment – (Voice/Chat/Email/SMS).
• 3+ years’ Workforce Experience (RTA or greater)
• 1+ years’ experience working with tools or equivalent counterparts.
• Bachelor's degree in related field from a four-year college or university program.
• 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.

QUALIFICATIONS

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 Bangalore - Ecospace Bus Park

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. 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.