Analyst, Real Time Management

Job Title:

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 & key Responsibilities –

• Provide troubleshooting support for all Tier one and Tier two escalations and coordination for all global inbound and outbound systems and call routing issues.
• Participate in Rapid Response calls to minimize system downtime and provide regular updates to senior management.
• Manage business based on-Line Adherence, Service Level, FTE and ASA
• Recognize and initiate escalation for all system difficulties, including switch and ACD systems, routing systems, and Tier One production impacting tool outages inclusive of client communication.
• Document all incidents using the service management suite and notify impacted stakeholders.
• Manage call volume and labor resources for inbound/outbound call centers, while maintaining and exceeding Organization’s and client goals and expectations.
• Monitor designated call centers through various internal and external platforms, instituting timely and efficient communication to verify allocation settings, queue settings, overflow targets, media events, and transcription campaigns.
• Monitor toll free call routing plans using a variety of routing platforms provided by various carriers.
• Recommend and implement queue, DNIS priority and holdout adjustments through various network carrier platforms and switch packages ensuring to achieve established goals.
• Analyze and monitor statistical information in a timely manner to achieve proper call allocation goals, reforecasting demand and staffing.
• Recommend strategies to Operations for improved labor utilization and key performance indicators
• Review and work TTs assigned to the WFM team that require real-time assistance to different stakeholders
• Agent skilling (workgroup or queue membership concepts), multi-skill routing sets (the concept of Forecast groups, staff groups, and intent routing)
• Queue Performance Reporting and Actions Taken
• Interval Productivity reporting and ROCC(offshore) Helpdesk
• Review and process VTO/PTO/OT/Non-Prod time requests in real-time
• Intraday real time monitoring of service levels for all queues at all sites 24/7/365

Key Skills & Knowledge-

• Experience in managing large scale complex operations in Real Time
• Experience in managing a multi-site and multivendor environment
• Strong Communicator and decision maker
• Strong business acumen
• Should be a go-getter and a collaborator
• Analytical and Problem-solving ability
• Ability to simplify complex operations into repeatable processes
• Hands-on experience in Telephony and WFM tools (CMS Avaya/Genesys/Cisco/Aspect/Verint/IEX)
• High attention to detail and sense of professionalism and ability to develop relationships

Education Qualification: 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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