Associate WFM Real Time Management

Job Title

Associate, WFM Real Time Management

Job Description

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.

Should be able to manage business based on-Line Adherence, Service Level, FTE and ASA

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 efficient 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 (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

Interval Productivity reporting and ROCC(offshore) Helpdesk

Review and process VTO/PTO/OT/Non-Prod time requests in real-time

Intraday real time monitoring of service levels for all queues at all sites 24/7/365

Desired Skills

Aspect/IEX WFM – and other Workforce Scheduling tools. (Admin, setup, use, updated, edits, reporting

Good Communication Skill

MS Office – Excel, PowerPoint, Word, Access, Outlook, etc.

InContact/Oracle – ACD and other ACD platforms to support multi-channel Environment – (Voice/Chat/Email/SMS)

Basic knowledge of the call center 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.).

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

• Manage agent preferences, time-off requests, shift bid process, trainings and overtime based on the intraday reports on performance and business goals
• To collaborate with various business units, quality, and training to schedule the necessary training, and associate coaching to ensure the company’s commitment towards quality.
• To review the current processes of scheduling and staffing and uncover the potential opportunities for improved efficiency.
• Consult with operations to develop staffing requirements by setting thresholds for overhead, time-off, overtime, and absences.
• Develop schedules and staffing plans for assigned business in an accurate and timely manner.
• Identify schedule/plan changes in relevant databases and escalate issues as appropriate.
• Prepare reports for hiring needs, schedule, and staffing analysis for business reviews and stakeholders.
• Maintain various WFM tools and set ups, e.g. IEX entities, etc.
• Collaborate with other WFM departments like real time and planning to constantly review and improve the health of business and increase profitability.
  
  

Key Skills And Knowledge

• Strong communication skills, both written and verbal.
• Highly Proficient in Microsoft Office tools.
• High attention to detail
• Understanding the financial impact of all decisions made within WFM.
• Solution driven and resulted oriented mindset.
• Highly Proficient in Microsoft Office tools.
• Ready to work in a dynamic 24*7 environment handling international programs/clients.
• Demonstrated ability to multi-task, prioritize, and meet timelines of deliverables.
• Self-starter, sense of urgency, and works well under pressure.
• Highly professional and able to develop strong business partnerships.
• Knowledge of any one or more WFM tools like IEX/eWFM/Avaya/Genesys
  
  

Education : Graduation

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.'