Analyst, Real Time Management

1 week ago


Gurgaon, Haryana, India Concentrix Full time
Description

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



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