Associate, WFM Real Time Management
Concentrix Corporation (company site, opens in a new tab)GurugramOn-siteDirect career pageEst. 3–6 LPA
Posted 10h ago
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Job description
Structured overview of role & requirements
About This Role
- Manage agent scheduling activities including preferences, time-off, shift bids, trainings, and overtime based on intraday performance and business goals.
- Collaborate with multiple departments to schedule training and coaching aligning with quality commitments and improve scheduling and staffing processes.
- Develop staffing plans, monitor schedule changes, prepare staffing reports, maintain WFM tools, and work with WFM teams to improve business health and profitability.
Minimum Requirements
- Proficient in Microsoft Office tools.
- Knowledge of at least one WFM tool such as IEX, eWFM, Avaya, or Genesys.
- Graduate degree required.
- Work Experience Required: Not explicitly mentioned in the JD.
Ideal Candidate Profile
- Experienced in workforce management operations within dynamic 24x7 international program environments.
- Analytical and solution-oriented with focus on financial impact of WFM decisions.
- Effective communicator capable of developing strong business partnerships and collaborating across departments.