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Job Title: Sr. 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 · 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. · 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 ro
Multinational business services company headquartered in Fremont, California
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