Job Title:
Analyst, WFM 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
• Intraday real time monitoring of service levels for all queues for all sites through the operating window (Anytime 24/7/365)
• Real time monitoring of associates performance from all teams at all sites
• Managing Real Time updates on Service Levels, Contact data and other KPIs
• Drive real-time impacts to staffing for both internal and outsourced teams vs. requirements metric goals
• Communicate and call out changes to incoming contact patterns to operations and the broader WFM team
• Real time communication with the WFM team and operations when call outs or changes need to be done (Agent States, queue conditions, weather)
• Support changes within routing profiles to move associates as needed




• Update and send reports related to the performance of each site including but not limited to shrinkage, occupancy, other KPIs and NPT usage
• Build and maintain strong relationships with key stakeholders from all sites to ensure shared objectives are met
• Review and work TTs assigned to the WFM team that require real-time assistance to different stakeholders
• Review and process VTO/PTO/OT/Non-Prod time requests in real-time
• Provide assistance to the other WFM teams as needed.

Key Skills & Knowledge
• MS Excel Knowledge is required. Knowledge of IEX, Avaya and other Workforce Scheduling tools (Admin, setup, use, updated, edits, reporting) will be considered as an added advantage
• Graduate with 3+ years contact centre experience and Positive Communication Skill
• MS Office – PowerPoint, Word, Access, Outlook, etc.
• InContact/Oracle – ACD and other ACD platforms to support multi-channel Env

📌 Analyst, WFM Real Time Management (Gurugram)
🏢 CNX
📍 Gurugram