Job Title:
Associate- 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

· Track staffing required vs committed vs delivered staffing.
· Monitor contractual delivery attainment on a real time basis
· 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.
· 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.
· Release reports as per real time adherence reporting schedule
· Monitor incoming volume compared to locked forecast.
· Monitor actual average handle time against planned for the interval/ day.
· Monitor actual service goal attainment by interval / day.
· Capture reasons for performance deviations by interval in real time
· 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
· Agent skilling (workgroup or queue membership concepts), multi-skill routing sets (the concept of Forecast groups, staff groups, and intent routing)
· Queue Performance Reporting and Actions Taken
· Review and process VTO/PTO/OT/Non-Prod time requests in real-time
· Intraday real time monitoring of service levels for all q

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