Sr. Analyst, WFM Real Time Management
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About the role
Concentrix provides technology-enabled business services focused on customer engagement and business performance. This analyst monitors call center systems, routing, staffing and service levels while resolving real-time workforce and operational issues.
What you'll do
- Troubleshoot Tier 1 and Tier 2 escalations for call routing systems
- Monitor call volumes, staffing, queues and service levels across sites
- Adjust queue priorities and routing settings to meet service goals
- Analyze workforce statistics and reforecast demand and staffing
- Process real-time VTO, PTO, overtime and non-production time requests
- Document incidents and communicate updates to affected stakeholders
Skills
Must have
- Workforce management
- Real-time workforce management
- Call center workforce management
- Acd systems
- Call routing
- Queue management
- Workforce scheduling
Nice to have
- Call center operations
Tools
- Aspect/iex wfm
- Microsoft office
- Excel
- Powerpoint
- Word
- Access
- Outlook
- Incontact/oracle
Who it's for
- Education
- Bachelor's degree
- Experience
- 3+ years
- Domain
- customer experience services
About Concentrix
Concentrix has 22 open roles in Bangalore, at Concentrix Ecospace Bellandur. See every Concentrix role.
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