Communications Trainer II

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

Real-Time Queue Monitoring: Monitor intraday call volumes, queue performance, and agent availability across voice, chat, email and other channels to ensure service levels are met.

Incident Management: Provide Tier 1 and Tier 2 troubleshooting support for real-time operational and system issues; initiate and participate in rapid escalation processes to minimize impact on client operations.

Traffic Routing & Adjustments: Monitor and manage call routing, DNIS settings, overflow strategies, and media campaign configurations across various platforms and client accounts.

Downtime Coordination: Support coordination during system outages or tool downtimes by documenting incidents, notifying stakeholders, and maintaining regular communication with operations and clients.

Performance Reporting: Analyze real-time performance metrics, staffing gaps, shrinkage trends, and forecast deviations; recommend corrective actions to meet intraday goals.

WFM Collaboration: Work closely with WFM scheduling and forecasting teams to ensure staffing aligns with intraday trends and client expectations.

Stakeholder Communication: Maintain regular updates with operations managers and clients regarding real-time status, issue resolutions, and potential risks to SLA delivery.

Platform & Tool Utilization: Utilize WFM platforms, ACD systems, and service management tools to execute real-time activities and log incidents accurately.

Process Improvements: Recommend real-time process enhancements to improve workforce utilization, adherence, and overall service performance.

Key Skills & Knowledge:

1–2 years of experience in a WFM real-time or command center role within a BPO environment preferred.

Basic knowledge of ACD platforms (e.g., Avaya, Genesys, Cisco), workforce management tools (e.g., Verint, NICE, Aspect), and service desk systems.

Understanding of BPO operations and key metrics such as AHT, ASA, SLA, shrinkage, adherence, and occupancy etc.

Awareness of the financial and operational implications of decisions in a contact center environment.

Strong problem-solving skills with the ability to react quickly in high-pressure scenarios.

Proficient in Microsoft Excel and other Microsoft Office tools.

Excellent verbal and written communication skills, including the ability to communicate technical issues to non-technical stakeholders.

Willingness to work in a 24x7 rotational shift environment handling global clients and time zones.

Strong multitasking, organizational, and time management skills.

High attention to detail, professional demeanor, and ability to build strong working relationships.

Team player with a high sense of ownership.

QUALIFICATIONS:

Bachelor’s degree from an accredited institution with a minimum of two years of professional experience.

Educational qualification: 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.

Location:

IND Bangalore - Ecospace Bus Park

Language Requirements:

English (Required)

Time Type:

Full time

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