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
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 - Embassy Manyata Business Park 4th Floor Block F2
Language Requirements:
Time Type:
Full time