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Job Title: Analyst, 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 • Intraday real time monitoring of service levels for all queues for all sites through the operating window (Anytime 24/7/365) • Real time monitoring of associates performance from all teams at all sites • Managing Real Time updates on Service Levels, Contact data and other KPIs • Drive real-time impacts to staffing for both internal and outsourced teams vs. requirements metric goals • Communicate and call out changes to incoming contact patterns to operations and the broader WFM team • Real time communication with the WFM team and operations when call outs or changes need to be done (Agent States, queue conditions, weather) • Support changes within routing profiles to move associates as needed • Update and send reports related to the performance of each site including but not limited to shrinkage, occupancy, other KPIs and NPT usage • Build and maintain strong relationships with key stakeholders from all sites to ensure shared objectives are met • Review and work TTs assigned to the WFM t
Multinational business services company headquartered in Fremont, California
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