Job Title:
Analyst- Real Time Management
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
· Provide troubleshooting support for all Tier one and Tier two escalations and coordination for all global inbound and outbound systems and call routing issues.
· Participate in Rapid Response calls to minimize system downtime and provide regular updates to senior management.
· Recognize and initiate escalation for all system difficulties, including switch and ACD systems, routing systems, and Tier One production impacting tool outages inclusive of client communication.
· Document all incidents using the service management suite and notify impacted stakeholders.
· Manage call volume and labor resources for inbound/outbound call centers,



while maintaining and exceeding Organization’s and client goals and expectations.
· Monitor designated call centers through various internal and external platforms, instituting timely and effective communication to verify allocation settings, queue settings, overflow targets, media events, and transcription campaigns.
· Monitor toll free call routing plans using a variety of routing platforms provided by various carriers.
· Recommend and implement queue, DNIS priority and holdout adjustments through the various network carrier platforms and switch packages ensuring to achieve established goals.
· Analyze and monitor statistical information in a timely manner to achieve proper call allocation goals, reforecasting demand and staffing.
· Recommend strategies to Operations for improved labor utilization and key performance indicators
· Review and work TTs assigned to the WFM team that require real-time assistance to different stakeholders
· Agent skilling (

📌 Analyst- Real Time Management (Bengaluru)
🏢 Concentrix
📍 Bengaluru