Analyst, WFM Real Time Management
Concentrix Corporation (company site, opens in a new tab)3+ yrsGurugramOn-siteDirect career pageEst. 5–9 LPA
Posted 16h ago
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Job description
Structured overview of role & requirements
About This Role
- Monitor real-time service levels and associate performance across multiple queues and sites 24/7/365.
- Manage real-time staffing and operational adjustments to meet service level goals, including communication with WFM and operations teams.
- Generate and distribute performance reports, support routing changes, and collaborate with stakeholders to align on objectives.
Minimum Requirements
- Graduate degree required.
- 3+ years contact centre experience.
- 2+ years Workforce Management experience with real-time analytics or greater responsibility.
- Proficiency in MS Excel; knowledge of IEX, Avaya, and Workforce Scheduling tools is advantageous.
Ideal Candidate Profile
- Experienced in multi-channel contact center environments including voice, chat, email, and SMS.
- Familiarity with call center ACD and workforce applications, understanding operational and financial impacts within command center operations.
- Capable of handling urgent, detail-oriented workload and effective communication across stakeholders in a fast-paced setting.