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

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 3+ 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)

2+ 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

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.'