Analyst, Real time management

Role- Analyst, Real time management

Designation- Analyst, Real time management

Location - Gurugram

Salary : 5.8 LPA

Years of experience- 3 years


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 at all sites (24/7/365)
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Real time monitoring of associates performance from all teams at all sites
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Managing Real Time updates on Service Levels, Contact data and other KPIs
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Drive real-time impacts to staffing for both internal and outsourced teams vs. requirements

metric goals

WFM team

Communicate and call out changes to incoming contact patterns to operations and the broader
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Have a real time communication with the WFM team and operations when call outs or changes

need to be done (Agent States, queue conditions, weather)
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Support changes within routing profiles to move associates as needed
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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

Review and work TTs assigned to the WFM team that require real-time assistance to different

Review and process VTO/PTO/OT/Non-Prod time requests in real-time

Provide assistance to the other WFM teams as needed.

objectives are met

stakeholders

Key Skills & Knowledge
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MS Excel proficiency essential; IEX, Avaya and other Workforce Scheduling tools (Admin, setup,

use, updated, edits, reporting) shall be an added advantage

Graduate with 2+ years contact centre experience and Good Communication Skills
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MS Office - PowerPoint, Word, Access, Outlook, etc.



InContact/Oracle - ACD and other ACD platforms to support multi-channel Environment -
(Voice/Chat/Email/SMS)
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1+ years’ Workforce Experience (RTA or greater)
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Basic knowledge of the call center industry.
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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.).
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Knowledge of ACD and Call Center Workforce applications - preferred.
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Strong oral and written communication skills.
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Proficient in Microsoft Office.
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Ability to multi-task, prioritize, and meet timelines of deliverables.
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Self-starter, sense of urgency, and works well under pressure.

High attention to detail, sense of professionalism and ability to develop relationships



Education 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.//'