Jobs published more than a week ago might be closed by the recruiter or might no longer be accepting applications. You can check our latest jobs here - https://gofresher.co/.
About the Role:
Concentrix is looking for an Analyst to join the Workforce Management team as a Real-Time Analyst (RTA) in Gurugram. If you have a sharp eye for detail, enjoy organization, and can work efficiently in high-pressure situations, this role is perfect for you. As an RTA, you will help maintain order and ensure that the contact center meets client targets by closely monitoring performance, trends, and scheduling adherence.
Key Responsibilities:
- Trend Analysis:
- Analyze call volume, average handle time, and staff attendance to ensure efficient workforce management and avoid over/understaffing issues.
- System Monitoring:
- Track access issues across all systems and levels, ensuring smooth operation and preventing downtime.
- Network Issue Tracking:
- Log network issues and assess their impact on operations, providing insights for performance improvements.
- Schedule Adherence Monitoring:
- Monitor adherence to schedules and help management meet adherence goals through continuous tracking and reporting.
- Attendance Line Monitoring:
- Retrieve and record messages from the attendance line for tracking staff availability and absenteeism.
- Workforce Management Oversight:
- Assist in monitoring workforce management to ensure alignment with operational goals and client requirements.
Job Requirements:
- Essential Skills:
- Strong communication skills (verbal and written)
- Proficiency in MS Office, with strong Excel skills (advantageous)
- Experience with workforce management products and contact center monitoring applications
- Deep understanding of key contact center performance metrics such as service levels, schedule adherence, and target delivery
- Prior experience in Real-Time Management and workforce monitoring
- Experience:
- Should be from the Workforce Management (WFM) department.
- Current role should be that of a Real-Time Analyst (RTA).
Why Join Concentrix?
- Collaborative Environment: Work with a supportive and innovative team in a dynamic work environment.
- Career Advancement: Take advantage of opportunities to grow and advance your career.
- Global Exposure: Be part of a multinational team that deals with global clients and projects.
- Competitive Benefits: Enjoy a comprehensive benefits package that supports your professional and personal growth.
Application Process:
After applying, you’ll receive a link for an online chat interview. Make sure to check your email and spam folders so you don’t miss this opportunity. Apply today to join a team that’s reshaping the future of customer service and workforce management.
You can log in and apply.
