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Associate, Real Time Management Other Workforce Management (WFM) Location Bangalore, India Language English Apply Now SummaryAssociate - Real Time Management Job Description Summary The Associate Real Time Management is responsible for analyzing contact center trends, including call volumes; call patterns, staff productivity, attrition rates, and resource allocation. This position monitors call volume of inbound call traffic while maintaining the organizations goals of cost control, labor utilization and service level. This position is instrumental in Tier one and Tier two problem escalations to ensure minimal downtime and rapid resolution is obtained. Essential Functions/Core 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. • Participates in Rapid Response calls to minimize system downtime, and regular updates to all levels of senior management of a global perspective. • 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. • Documents all incidents using the service management suite and notifies impacted stakeholders. • Manages 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. • Recommends and implements queue, DNIS priority and holdout adjustments through the 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. • Recommends strategies to Operations to improve labor utilization and key performance indicators. Candidate Profile • Bachelor's degree from a college or university with a minimum of one years of work experience. Relevant experience preferred. • Basic knowledge of the call center industry. • Basic understanding of the financial impact of all decisions made within the call center/Command Center (i.e.; system downtime; overtime; home early; utilization; percent answered; etc.). • Knowledge of ACD and Call Center Workforce applications preferred. • Strong communication skills, both written and verbal. Proficient in Microsoft Office. • Ready to work in dynamic 24*7 environment handling international programs/clients. • Ability to multi-task, prioritize, and meet timelines on deliverables. • Self-starter, sense of urgency, and works well under pressure. • Strong attention to detail and sense of professionalism and ability to develop business relationships. Eligibility Criteria • All CL/Grade 11 employees who have spent 18 months in the current CL/Grade and 12 months in current process/ vertical. • All CL/Grade 10 employees who have spent 12 months in the current CL and 12 months in current process/ function. • Employees on Performance Improvement Plan (PIP)/CAP are not allowed to apply for any IJP during the validity of PIP/CAP. • Employees on Warning letter 1 with promotion debarment are not eligible to apply for IJPs resulting in Career Level elevation till the promotion debarment date. • Employees on Warning Letters 2 & above are not eligible to apply for IJPs (lateral or Vertical). • Employees rated as “Improvement needed” in the current/previous Performance Rating Cycle are not eligible to apply for IJPs resulting in Career Level Elevation. • Employees rated as “Unsatisfactory” in the current/previous Performance Rating Cycle are not eligible to apply for any IJP resulting in lateral or vertical movement. Career Framework Role Performs routine assignments in the entry level of the Professional Career Band. Uses existing procedures to solve routine or standard problems. Typically requires a college or university degree or the equivalent work experience that provides knowledge and exposure to fundamental theories, principles and concepts. Develops competence by performing structured work assignments. Receives instruction, guidance and direction from others. Disclaimer The above statements are to describe the general nature and level of work performed by people assigned to this job. They are not an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.DescriptionROLE  : Associate, Real time Management        LOCATION         :  Bangalore  YEARS OF EXPERIENCE: 2 YEARS                                          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:Monitor real-time contact center performance, including call volume, average handle time, staffing levels, and adherence.Take immediate action to address intraday variances, including adjusting skilling, or recommending overtime/early release.Communicate intraday performance updates and risks to operations leaders.Manage and track schedule adherence, escalating issues when necessary.Maintain intraday staffing reports and dashboards for leadership visibility.Support outage management and unplanned events by adjusting resources and rerouting workload.Partner with schedulers and forecasters to provide feedback for continuous improvement.Document intraday decisions and performance trends for post-day analysis.Incident Management: Efficient handling and resolution of incidents or exceptions related to Sched Adh.Multi-Channel Monitoring: Active monitoring of multiple channels to ensure smooth operations and timely responses.Communication Bridge: Serve as a communication bridge between Operations (OPS) and the client's Workforce Management (WFM) teams.Collaboration and Coordination: Facilitate collaboration between teams to enhance operational efficiency and problem resolution.Proactive Issue Resolution: Identify and address potential issues before they escalate, ensuring minimal disruption to services. Key skills and knowledge:Nice IEX, Verint, Excel advanced , Tableau. Educational Qualification : Graduation in any stream   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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