Associate, WFM Real Time Management

Job Title:

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.'

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