Workforce Management Real-Time Analyst

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

Job summary

Concentrix in Bangalore, India is seeking an Analyst, WFM Real Time Management to manage intraday real-time monitoring and alignment of workforce across multiple sites. You will partner with operations to ensure adherence to capacity, service levels, and efficiency targets.

The role requires 2 years of WFM RTM experience, strong analytical skills, and the ability to handle shifting contact patterns. Opportunity to work in a dynamic, global customer engagement environment.

Qualifications

• Two-year experience in WFM RTM is mandatory.
• Knowledge of contact centre methodologies and operational principles.
• Excellent communication skills.
• Strong ownership and can-do attitude, with ability to handle ambiguity.
• Extensive experience with WFM software (NICE WFM/Verint/Aspect) is a plus.

Responsibilities

• Intraday real-time monitoring of service levels for all queues across sites.
• Real-time monitoring of agents' performance from all teams.
• Drive real-time adherence to capacity to achieve service levels.
• Communicate changes to incoming contact patterns to operations and WFM team.
• Provide daily reports and ad-hoc analysis for management.
• Resolve escalated issues and requests from account management.

Job description

Analyst, WFM Real Time Management

Job Title: Analyst, WFM Real Time Management

Job Description

ROLE : CL 9A

DESIGNATION : Analyst, WFM Real Time Management

LOCATION : Bangalore, India

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.

WFM As a Service - The Candidate will be the single Point of Contact for any Client requirements. The person will be responsible for managing the WFM Services for the aligned accounts and team for various geographies and across all modalities/channels.

Key role & Responsibilities

• Intraday real time monitoring of service levels for all queues at all sites.
• Real time monitoring of agents' performance from all teams at all sites.
• Drive real-time adherence to the expected capacity against the actual performance to achieve service levels and efficiency 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
• Support changes within routing profiles
• Update and send reports related to the performance of each site including but not limited to shrinkage, occupancy, and NPT usage
• Review TTs assigned to the WFM team that require real-time assistance to different stakeholders
• Provide assistance to the WFM team as needed and provides daily reports
• Resolve escalated issues and requests from the account management
• Preparing ad-hoc reports & analysis for management reporting
• Drive Special Projects and Initiatives assigned
• Resolve escalated issues and requests from the account management
• Cater to real time ad-hoc requests

Key Skills and knowledge

• Two-Year Experience in the WFM RTM is mandatory.
• Knowledge of Contact Centre methodologies and operational principles
• Excellent communication skills
• Thought leadership, Outcome focused.
• Strong ownership and can-do attitude, dealing with ambiguity
• Extensive experience with WFM software and knowledge of WFM Tools (NICE WFM/Verint/Aspect) will be an added advantage.
• In-depth understanding of call center metrics and their impact on each other like, service-level, ASA, AHT, Abandon, Occupancy, Staffing, Schedules etc.
• Analytical and Problem-solving ability
• Good knowledge of Excel and Advanced Excel is preferred.
• Should be open to work in all shifts.

Qualifications

• Graduation

Location

Location: IND Bangalore - Embassy Manyata Business Park 4th Floor Block F2

Language Requirements

• Time Type: Full time
• Experience Level Mid Level