Job Title:

Associate, WFM 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:

Monitoring queues & flagging schedule non-adherence.
The central point of contact for all schedule exceptions & time off requests.
Monitor Service levels & associated metrics.
Preparation of daily / Weekly / Monthly reports
Daily/Weekly Attendance tracking
Resolve escalated issues and requests from the site management.
Root cause analysis of SLA deviations, action plan development, and resolution
Monitor real-time queue, schedule adherence & attendance.
Key daily exception requests and update schedules
Crosstrain with Scheduling Analyst
Optimize breaks the day of or day before the actual schedule.
Schedule ADHOC intra-day training requests and update schedules
Attend centralized and/or site management meetings as per requirement.
Cater to real time ad-hoc requests as per requirement.
Preparation of weekly performance / KPI reports and maintaining performance dashboards.
Preparing ad-hoc reports & analysis for management reporting
Preparing Monthly performance data for incentives in Operations
Preparing performance data for Operations & Client RnRs
Understanding of Capacity planning and Scheduling for the process
Maintaining and updating trackers for ongoing programs & projects
Drive Special Projects and Initiatives assigned.
Resolve escalated issues and requests from the account management.

Key skills and knowledge:

Data analytical skills.
Basic knowledge of workforce Management.
Excellent problem solving & reasoning skills.
Good written and verbal communication skills.
Good team player with willingness to learn and drive to achieve.
Knowledge of MS Excel and other MS Office components
Ability to handle pressure situations.
Ready to work in dynamic 24*7 shift environment.

Educational Qualification: Graduate

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 Gurugram - SP Infocity, Plot no 243 Udyog Vihar, Dundahera

Language Requirements:

Time Type:

Full time