Analyst, Real Time Management
2 weeks ago
Concentrix is a tech-driven global BPO company focused on customer engagement and enhancing business performance. We collaborate with forward-thinking executives worldwide to future-proof their operations and outperform competition and customer expectations.
Roles and Responsibilities:
- Intraday monitoring of service levels for all queues across sites 24/7
- Real-time tracking of team performance at all sites
- Updating service levels, contact data, and KPIs in real time
- Adjusting staffing levels promptly to meet metric goals for internal and outsourced teams
- Communicating changes in contact patterns to operations and WFM teams
- Maintaining open communication with operations and WFM teams for necessary adjustments
- Assisting in routing profile changes and relocating team members as necessary
- Providing reports on site performance, including shrinkage and occupancy
- Establishing and nurturing relationships with key stakeholders at all sites
- Reviewing and managing time-off requests promptly
Desired Skills
- Minimum 2 years of contact center industry experience
- Hands-on experience with workforce management tools
- Experience in overseeing multi-contact center and multi-vendor environments
- Effective communication and decision-making skills
- Familiarity with contact center methodologies and operational principles
- Strong analytical abilities
- Proficiency in Microsoft Office
- Ability to interact with vendors and align their plans with business goals
- Excellent oral and written communication skills
- Strong multitasking and prioritization skills to meet deliverables
- Self-motivated, works well under pressure with a sense of urgency
- High attention to detail and professionalism with relationship-building skills
Educational Qualification: Graduate
Disclaimer:-
'Neither Concentrix nor any authorized 3rd party assisting in our recruitment process requests candidates for any fees in exchange for job offers. Official correspondence from Concentrix bears the company's letterhead and authentic signatures.'
Location: IND Hyderabad - Unit No. 601, 6th Flr, Maximus Building 2A
Language Requirements:
Time Type: Full time
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