Analyst, Real Time Management
Concentrix Corporation (company site, opens in a new tab)2+ yrsGurugramOn-siteDirect career pageEst. 4–6.5 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 all sites 24/7/365 during operating hours.
- Drive immediate staffing adjustments for internal and outsourced teams to meet metric goals.
- Communicate real-time operational changes and update routing profiles and reports to stakeholders.
Minimum Requirements
- Graduate degree required.
- Minimum 2 years of contact center experience with at least 1 year in Workforce Management or Real Time Adherence roles.
- Proficiency in MS Excel and Microsoft Office; knowledge of IEX, Avaya, and other Workforce Scheduling tools preferred.
- Work Experience Required: Minimum 2 years contact center experience, 1+ year workforce experience.
Ideal Candidate Profile
- Experienced in managing intraday real-time operations within a multi-site contact center environment.
- Familiar with workforce management tools and metrics, capable of making quick, financially impactful decisions.
- Strong communicator able to coordinate with multiple stakeholders and react to dynamic call center conditions.