Associate, Real Time Management

Job Title:

Associate, Real Time Management

Job Description

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:

The WFM Band 5 will act as a liaison between the Centralized and Site WFM teams. The WFM Band 5 is responsible for team project organization, centralized and site interaction, planning and expediting/verifying the overall success of WFM management functionalities. Initiates and manages all WFM communication between centralized and site team.

The Lead WFM Analyst will act as a liaison between the Centralized and Site WFM teams.

The Lead WFM Analyst is responsible for team project organization, centralized and site interaction, planning and expediting/verifying the overall success of WFM management functionalities. Initiates and manages all WFM communications between centralized and site teams, and leadership.

Preparation of daily / Weekly / Monthly MIS reports presentations / decks

Preparing of schedules using Erlang for different queues across multiple locations

Resolve escalated issues and requests from site management

Root cause analysis of SLA deviations, action plan development and resolution

Monitor real-time queue, schedule adherence attendance.

Key daily exception requests and update schedules

Cross-train with the Scheduling Analyst

Optimize breaks the day of or day before the actual schedule

Schedule ADHOC intra-day training requests and update schedules

Produce and analyze daily efficiency reports (representative availability, access level etc.)

Attend centralized and/or site management meeting, as required

Cater to real time adhoc requests as and when required

Key Skills and knowledge:

Good communication skills.

Good knowledge of MS Excel Power point.

WFM Genesis tool knowledge.

Knowledge of Power BI, DOMO reporting tools.

VBA Macros.

knowledge of Python/ SQL server will be preferred

Proficiency with computers

Willingness to work in a 24*7 shift environment

Candidate with Scheduling Forecasting skill will be preferred.

Ability to handle pressure situations

Drive for self-learning and knowledge enhancement

Contact Centre Workforce Management experience

WFM Genesis tool experience is highly preferred.

Extensive experience with WFM software

Ability to simplify complex operations into repeatable processes

Comfortable in a fast-paced environment

Ability to make decision in time sensitive ambiguous situations

Educational 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.

Location:

IND Bangalore - Karle Town Centre 13th Flr, Nagawara Village

Language Requirements:

Time Type:

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