Job Title:

Real Time Analyst

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

Intraday real time monitoring of service levels for all queues for all the sites throughout the operating window (24/7/365)Real time monitoring of associates performance from all teams at all sitesManaging Real Time updates on Service Levels, Contact data and other KPIsDrive real-time impacts to staffing for both internal and outsourced teams vs. requirements metric goalsCommunicate and call out changes to incoming contact patterns to operations and the broader WFM teamHave a real time communication with the WFM team and operations when call outs or changes need to be done (Agent States, queue conditions, weather)Support changes within routing profiles to move associates as neededUpdate and send reports related to the performance of each site including but not limited to shrinkage, occupancy, other KPIs and NPT usageBuild and maintain strong relationships with key stakeholders from all sites to ensure shared objectives are metReview and work TTs assigned to the WFM team that require real-time assistance to different stakeholdersReview and process VTO/PTO/OT/Non-Prod time requests in real-timeProvide assistance to the other WFM teams as needed.

Key Skills & Knowledge

MS Excel Knowledge is required. Knowledge of IEX, Avaya and other Workforce Scheduling tools (Admin, setup, use, updated, edits, reporting) will be considered as an added advantageGraduate with 2+ years contact centre experience and Good Communication SkillMS Office – PowerPoint, Word, Access, Outlook, etc.InContact/Oracle – ACD and other ACD platforms to support multi-channel Environment – (Voice/Chat/Email/SMS)1+ years’ Workforce Experience (RTA or greater)Basic knowledge of the call center industry.Basic understanding of the financial impact of all decisions made within the Command Center (i.e.; system downtime; overtime; home early; utilization; percent answered; etc.).Knowledge of ACD and Call Center Workforce applications - preferred.Strong oral and written communication skills.Proficient in Microsoft Office.Ability to multi-task, prioritize, and meet timelines of deliverables.Self-starter, sense of urgency, and works well under pressure.High attention to detail, sense of professionalism and ability to develop relationships

Education 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 Gurgaon - Bld 14 IT SEZ Unit 1, 17th C & D and Gd Flr D

Language Requirements:

Time Type:

Full time

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