- Role: Analyst, Real Time Management
- Location: Hyderabad, Telangana
- Education/Qualification: Bachelor’s degree
- Years Of Exp: 2+ Year’s
- Company: Concentrix
- Job Type:Full Time
Company Overview:
Concentrix is a international leader in client enjoy solutions and generation, dedicated to assisting the arena’s excellent manufacturers supply excellent carrier and help. Our modern and transformative approach permits us to offer our clients with aggressive advantages in purchaser engagement, operational performance, and enterprise increase.
Position Overview:
The Analyst, Real Time Management (RTM) is a essential function within the Workforce Management (WFM) group at Concentrix. This function is responsible for monitoring and coping with real-time overall performance throughout multiple contact centers to ensure that carrier stage agreements (SLAs) are met. The RTM Analyst will use advanced analytical tools and actual-time information to make decisions that optimize agent productiveness and beautify the general patron revel in.
Analyst, Real Time Management Key Responsibilities:
1.Real-Time Monitoring:
- Continuously reveal real-time queue overall performance and agent adherence using WFM gear.
- Identify and address any deviations from schedules right away to reduce impact on SLAs.
- Implement immediately corrective movements to stability workload and optimize carrier stages.
2.Data Analysis and Reporting:
- Analyze real-time and historical records to become aware of developments and advise actionable insights.
- Generate and distribute reports on key performance signs (KPIs) such as occupancy, service tiers, and agent productivity.
- Develop and gift day by day, weekly, and month-to-month overall performance summaries to stakeholders.
3.Operational Support:
- Provide actual-time guide to touch center operations, including escalation control and troubleshooting.
- Communicate with supervisors and bosses concerning overall performance troubles and ability influences on SLAs.
- Assist within the development and implementation of contingency plans at some point of excessive-quantity durations or sudden occasions.
4.Schedule Adherence:
- Ensure dealers adhere to their schedules and manage exceptions such as breaks, lunches, and meetings.
- Track and file on agent adherence and take essential actions to address non-compliance.
- Collaborate with the scheduling team to make modifications primarily based on actual-time wishes.
5.Tool and System Management:
- Utilize workforce control systems which includes NICE, Verint, or Genesys for actual-time tracking and changes.
- Maintain accuracy of information in WFM equipment and ensure timely updates to schedules and reviews.
- Train crew participants and new hires on the use of actual-time control gear and processes.
6.Continuous Improvement:
- Participate in and contribute to WFM method periods to improve procedures and overall performance.
- Identify possibilities for manner automation and performance upgrades.
- Stay cutting-edge with enterprise trends and fine practices in actual-time control and speak to center operations.
Requirements of Analyst, Real Time Management:
- Education: Bachelor’s diploma in Business Administration, Statistics, Operations Management, or a related discipline is preferred.
Experience:
- 2+ years of experience in a touch center environment with a focal point on actual-time management or workforce management.
- Proficiency in WFM equipment and technology (e.G., NICE, Verint, Genesys).
Skills:
- Strong analytical and problem-solving abilities with a keen interest to detail.
- Excellent communique abilities, both verbal and written.
- Ability to work below pressure and make brief decisions in a fast-paced surroundings.
- Proficient in Microsoft Office Suite, specially Excel.
Personal Attributes:
- Highly organized with the potential to manipulate multiple tasks and priorities simultaneously.
- Strong sense of urgency and commitment to making sure carrier stage targets are met.
- Team participant with the capacity to collaborate efficiently with colleagues and stakeholders.
Benefits:
- Competitive income and overall performance-based totally incentives.
- Comprehensive health, dental, and imaginative and prescient insurance.
- Retirement financial savings plan with corporation healthy.
- Opportunities for professional boom and improvement.
- Flexible paintings preparations and remote work options.
Application Process
Interested applicants must put up their resume and a cover letter detailing their qualifications and experience related to this function. Applications can be submitted via the Concentrix profession portal or through email
Concentrix is an equal possibility enterprise. We celebrate variety and are committed to developing an inclusive surroundings for all personnel.
Closing
This function offers an thrilling possibility to be at the leading edge of real-time operations control within a dynamic and growing corporation. If you are a element-orientated professional with a passion for records-driven selection-making and operational excellence, we inspire you to use for the Analyst, Real Time Management role at Concentrix.
Note: The above process description is supposed to explain the overall nature and degree of work being done via individuals assigned to this role. It isn’t always meant to be an exhaustive list of all duties, obligations, and abilities required. Concentrix reserves the right to modify, upload, or put off duties and to assign different responsibilities as important.
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