Analyst WFM Real Time Management

Job Title

Analyst, WFM Real Time Management

Job Description

Skills Intraday Management:

• Monitor intraday performance of call volume and staffing levels across multiple locations, to ensure ongoing service performance is maintained, identifying, and responding to periods which require remediation tactics (e.g., adjusting schedules, canceling offline activities, procuring Overtime).
• Monitor, record, and escalate real-time schedule adherence impacts, including tardiness, absenteeism, and other schedule deviations.
• Drive real-time adherence to the expected capacity against the actual performance to achieve service levels and efficiency metric goals
• Collaborate with managers and drive Real Time Management activities for our global Support teams.
• Produce WFM reports and recommend action plans to maintain healthy SLAs and Productivity across all teams.
• Collaborate effectively to ensure team goals are achieved by providing input into decision making and problem solving.
• Conduct real time data analysis and prepare meaningful insights for Business to optimize delivery metrics leveraging WFM
• Co-ordinate with the Partners and Solution vendor teams to address any product enhancements, technical issues arising during deployment of WFM solutions
• Contribute to value-add initiatives, identify automation opportunities, and implement the same leveraging tools as PowerBI, UI-Path etc.
  
  

Incident Management

• Oversee the identification, logging, categorization, and prioritization of incidents.
• Ensure incidents are diagnosed, escalated, and resolved within the agreed Service Level Agreements (SLAs).
• Act as the main point of contact for incidents, providing regular updates to stakeholders and management.
• Communicate incident status, impacts, and resolution progress effectively.
• Ensure incidents are escalated appropriately and timely based on the severity and impact.
• Ensure proper documentation is created and maintained for future reference and analysis.
• Conduct post-incident reviews and root cause analysis to identify improvements and prevent recurrence.
• Document findings and recommendations for process and technology improvements.
• In case of vast outage, recommend with business continuity plan.
• 3+ years of Contact Centre Workforce Management RTM experience is a must.
• Experience in WFM tool is a must. Tools such as ServiceNow and Jira Service Desk, are requirement for the client.
• Comprehensive knowledge of IT systems, software, and hardware.
• Communication Tools: Such as Slack, Microsoft Teams, or email.
• Ability to motivate and develop a team and maintain front ending of the client relationship.
• Should have the ability to lead the calls with client and work them on projects.
• Excellent verbal and written communication skills.
• Willing to work 24*7 (US business shifts) and work at office
• Drive for self-learning and knowledge enhancement,
• Ability to convey technical information to non-technical users.
• Empathy and patience in dealing with user issues.
• Handson experience working on projects and process documentation is a requirement.
• Attention to detail in managing support tickets and documentation.
• Strong analytical skills to diagnose and resolve complex incidents.
• Ability to think critically and make quick decisions under pressure.
• Ability to lead end to end and coordinate incident response teams effectively.
• Focus on providing quicker resolution and minimizing downtime for users.
• Ability to work collaboratively with various stakeholders.
• Strong interpersonal skills to manage cross-functional teams during incidents.
  
  

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 Good Communication Skill
• MS Office – PowerPoint, Word, Access, Outlook, etc.
• InContact/Oracle – ACD and other ACD platforms to support multi-channel Environment – (Voice/Chat/Email/SMS)
• 2+ years’ Workforce Experience (RTA or greater)
• Basic knowledge of the call centre industry.
• Basic understanding of the financial impact of all decisions made within the Command Center (i.e.; system downtime; overtime; home early; utilization; percent answered; etc.).
• Knowledge of ACD and Call Center Workforce applications - preferred.
• Strong oral and written communication skills.
• Proficient in Microsoft Office.
• Ability to multi-task, prioritize, and meet timelines of deliverables.
• Self-starter, sense of urgency, and works well under pressure.
• High attention to detail, sense of professionalism and ability to develop relationships
  
  

Qualification : Graduate

Disclaimer

'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for ‘recruitment’, ‘processing’ or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities.'

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