Analyst, Real Time Management
1 week ago
Concentrix is a tech-savvy global business services company that focuses on engaging with customers and enhancing business performance. We team up with forward-thinking executives worldwide to future-proof their businesses, keeping them competitive and exceeding customer expectations.
Role and Key Responsibilities:
- Monitor agent queues in real-time throughout the day, generating performance reports to spot trends and share feedback promptly with the WFM team and VMs.
- Collaborate with WFM to analyze historical SLA performance, utilization, AHT, and other related metrics, offering insights to enhance scores.
- Gather and assess data regularly for reporting, keeping track of organizational changes on both client and vendor sides across all supported teams and departments.
- Supervise real-time resource allocations, giving priority to specific channels as needed, and escalating requests for staffing changes when required.
- Share insights, trends, and action plans for performance enhancement activities multiple times a day.
- Produce various internal trend reports on Contact Volume, Average Handle Time, production hour delivery, SLA performance, and more.
- Streamline data collection methods and automate reports to eliminate inefficiencies.
- Ensure agents adhere to schedules and prepare team rosters in advance for operational efficiency.
Key skills & knowledge:
- Minimum of 2+ years of WFM experience in planning and resource allocation, with expertise in Workforce Management tools, preferably on Verint.
- Effective communicator and decision-maker.
- Proficient in creating Visio Charts/Lucid Charts.
- Understanding of the financial implications of decisions made in the Command Center.
- Familiarity with ACD and Call Center Workforce applications is a plus.
- Maintain real-time communication with the WFM team for necessary call outs or adjustments.
- Cultivate strong relationships with key stakeholders to ensure shared objectives are achieved.
- Optimize RTA processes for increased effectiveness.
- For a supervisory role, manage a team of Real-Time Analysts, overseeing coaching, reporting, action plan execution, utilization, and daily operational management.
- Design, modify, and implement processes to enhance RTA effectiveness.
Educational Qualification: Graduation
Disclaimer: Concentrix and our authorized partners involved in the recruitment process never request candidates for any fees in exchange for job offers. Authentic recruitment correspondence from Concentrix will have valid signatures from authorized personnel.
Location: IND Gurgaon Building F, Tower D
Language Requirements:
Time Type: Full-time
-
Analyst, Real Time Management
4 weeks ago
Gurgaon, Haryana, India Concentrix Full timeJob Title:Analyst, Real Time ManagementJob DescriptionConcentrix 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...
-
Analyst, Real Time Management
2 months ago
Gurgaon, Haryana, India Concentrix Full timeJob Title:Analyst, Real Time ManagementJob DescriptionConcentrix 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...
-
Analyst, Real Time Management
1 week ago
Gurgaon, Haryana, India Concentrix Full timeDescription 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: Monitor...
-
Real Time Analyst
1 week ago
Gurgaon, Haryana, India TaskUs Full timeAbout TaskUs: TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming...
-
Real-time Analytics and Data Science Lead
1 week ago
Gurgaon, Haryana, India 253 FIL Investment Management Ltd Full timeAbout the Opportunity Job Type: PermanentApplication Deadline: 20 June 2024 Title Real-time Data Analytics & Data Science Lead Department GPS Location UK / India Reports To Level 6 We're proud to have been helping our clients build better financial futures for over 50 years. How have we achieved this? By working together - and...
-
Associate, Real Time Management
1 week ago
Gurgaon, Haryana, India Concentrix Full timeDescriptionConcentrix is a tech-savvy global business services firm that specializes in customer engagement and enhancing business outcomes. We collaborate with forward-thinking executives worldwide to future-proof their operations, outshine the competition, and exceed customer expectations.Key Responsibilities:Responsible for compiling daily, weekly, and...
-
Sales Manager
1 week ago
Gurgaon, Haryana, India Real Time Data Services Full timeAbout the Role: As the Manager of Sales Development Representatives (SDRs) at Servetel Communication, you will play a pivotal role in leading and managing a team responsible for prospecting and generating qualified leads from domestic enterprises. Your role will involve coaching and mentoring the SDR team to enhance their skills, collaborating with sales...
-
Sales Manager
1 week ago
Gurgaon, Haryana, India Real Time Data Services Full timeAbout the Role:As the Manager of Sales Development Representatives (SDRs) at Servetel Communication, you will play a pivotal role in leading and managing a team responsible for prospecting and generating qualified leads from domestic enterprises. Your role will involve coaching and mentoring the SDR team to enhance their skills, collaborating with sales...
-
Sales Manager
1 week ago
Gurgaon, Haryana, India Real Time Data Services Full timeAbout the Role:As the Manager of Sales Development Representatives (SDRs) at Servetel Communication, you will play a pivotal role in leading and managing a team responsible for prospecting and generating qualified leads from domestic enterprises.Your role will involve coaching and mentoring the SDR team to enhance their skills, collaborating with sales...
-
real estate sales manager
1 week ago
Gurgaon, Haryana, India Arihat Hiring Private Limited Full timeCompany Descriptionis a renowned real estate agency in Gurugram, dedicated to providing the best-in-class real estate services. Our experienced professionals assist clients in finding their ideal properties that meet their requirements. At this company, we prioritize our clients and treat them like family. We are a long-term oriented company that focuses on...
-
Real Estate Sales Manager
1 week ago
Gurgaon, Haryana, India Arihat Hiring Private Limited Full timeCompany Description Arihat Hiring Private Limited specializes in connecting exceptional professionals with rewarding careers in the dynamic world of real estate. With an extensive network and personalized approach, we strive to become a trusted partner for both candidates seeking their next career move and companies looking to build high-performing teams....
-
Analyst - Servicing
1 week ago
Gurgaon, Haryana, India JLL Full timeAnalyst, Asset Management & Servicing What this job involves: The Analyst will work in collaboration with Asset Managers to implement value-added strategies for JLL Real Estate Capital, LLC ("JLL REC") multifamily and commercial properties while maintaining the core ethical values of JLL REC. The Analyst must demonstrate attention to detail, organization,...
-
Manager - Business Development - Real Estate
1 week ago
Gurgaon, Haryana, India Tabreed India Private Limited Full timeManager - Business :Support Tabreed achieve business growth in India & South East Asia through deal origination and execution, client development, investment analysis, asset valuation, proposal development, bidding, pricing strategy and negotiations, financial structuring, procuring financing, managing internal investment committee and board approval process...
-
Accounting Data Management Analyst
1 week ago
Gurgaon, Haryana, India MRI Software Full timeMRI Software is looking for an entry-level Data Management Analyst to join our team focused on our Investment Suite. This role will focus on and provide administrative support for clients' use of MRI's in-house software applications. Team members will collect data and documents from various sources and process monthly, quarterly, and annual financials and...
-
Talent Acquisition Recruiter
1 week ago
Gurgaon, Haryana, India Real Time Data Services Full timeHi AllWe have a Walk-In Drive on 03/06/2024 starting from 11:00 A.M.Experience Required : 4+ YearsContact Person :Pitambara SinghContact Number : Contact EmailID :: 809-A, Phase V, Udyog Vihar, Sector 19, Gurugram, Haryana Position Overview:We are seeking a highly motivated and experienced Technical Recruiter to join our HR team. The ideal candidate will be...
-
Associate, Real Time Management
1 week ago
Gurgaon, Haryana, India Concentrix Full timeDescription 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 Responsible...
-
Talent Acquisition Recruiter
1 week ago
Gurgaon, Haryana, India Real Time Data Services Full timeJoin Our Team - Technical Recruiter Opportunity!Position Overview: Are you a tech-savvy recruiter ready to play a vital role in our HR team? We are on the lookout for an experienced Technical Recruiter to help us find and attract top-notch talent for various departments. You should have a solid grasp of the tech industry, excellent communication skills, and...
-
Sales Development Representative
1 week ago
Gurgaon, Haryana, India Real Time Data Services Full timeThe ideal candidate is an energetic self-starter with the ability to identify influencers and key decision makers within accounts. You will discover qualified opportunities by responding to inbound interests and targeted outbound prospects to build rapport and establish long-term relationships.ResponsibilitiesProspect & generate Domestic enterprise Qualified...
-
Talent Acquisition Recruiter
1 week ago
Gurgaon, Haryana, India Real Time Data Services Full timeHello Everyone!Join us for a Walk-In Drive and meet our team!Experience Required: Over 4 YearsOur company is looking for a skilled Technical Recruiter to be part of our HR crew. The ideal candidate must have a deep understanding of the tech field, excellent communication skills, and a passion for matching top talent with great career opportunities.Key...
-
General manager real estate sales
1 week ago
Gurgaon, Haryana, India Arihat Hiring Private Limited Full timeCompany Description Arihat Hiring Private Limited specializes in connecting exceptional professionals with rewarding careers in the dynamic world of real estate. With an extensive network and personalized approach, we strive to become a trusted partner for both candidates seeking their next career move and companies looking to build high-performing teams....