Associate, 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 and Key Responsibilities:

• Analyze staffing/volume trends and operational performance dashboards.
• Develop short, medium and long term staffing plans for assigned business in an accurate and timely manner.
• Collaborate with various business units, quality and training to schedule the necessary training, and associate coaching to ensure the company’s commitment towards quality.
• Prepare financial forecasts based on inputs from various sources and historical trends.
• Create and maintain financial reports for business stakeholders.
• Review the current processes of scheduling and staffing and uncover the potential opportunities of improved efficiency.
• Consult with operations to develop staffing requirements by setting thresholds for overhead, time-off, overtime, and absences.
• Identify schedule/plan changes in relevant databases and escalate issues as appropriate.
• Prepare reports for hiring needs, training and staffing analysis for business reviews and stakeholders.

Key skills & knowledge:

• Maintain various WFM tools and set ups e.g. IEX etc.
• Collaborate with other WFM departments like real time and scheduling to constantly review and improve the health of business and increase profitability.

Educational 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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