Associate, Real Time Management

Workforce Management (WFM)

Job Title:

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:

• Monitoring queues & flagging schedule non-adherence.
• The central point of contact for all schedule exceptions & time off requests.
• Monitor Service levels & associated metrics.
• Preparation of daily / Weekly / Monthly reports
• 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 Scheduling Analyst
• Optimize breaks the day of or day before the actual schedule
• Schedule ADHOC intra-day training requests and update schedules
• Attend centralized and/or site management meetings as per requirement
• Cater to Real Time ad-hoc requests as per requirement
• Preparing ad-hoc reports & analysis for management reporting
• Preparing Monthly performance data for incentives in Operations
• Preparing performance data for Operations & Client RnRs
• Maintaining and updating trackers for ongoing programs & projects
• Drive Special Projects and Initiatives assigned
• Resolve escalated issues and requests from the account management

Key Skills and knowledge:

• Data analytical skills.
• Basics of excel.
• Basic knowledge about workforce Management.
• Excellent problem solving & reasoning skills.
• Good written and verbal communication skills.
• Good team player with willingness to learn and drive to achieve
• Proficiency in MS Excel, MS Access and other MS Office components
• Ability to handle pressure situations
• Ability to simplify complex operations into repeatable processes
• Ready to work in a dynamic 24*7 shift environment

Education Qualification:- 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:

Language Requirements:

Time Type:

If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents