Job Title:
WFM Real Time Management Analyst (Onsite)
Job Description
Join a world-class team in Mississauga, as a WFM Real Time Management Analyst! The WFM Real Time Management Analyst is responsible for managing the intraday performance of one program or line of business within a Call Center environment. This position will utilize monitoring systems to ensure appropriate staffing levels and agent availability to meet client expectations and Concentrix scheduling standards. (Military veterans are encouraged to apply.)
A NEW CAREER POWERED BY YOU
Are you looking for a career change with a forward-thinking global organization that nurtures a true people-first, inclusive culture and a genuine sense of belonging? Would you like to join a Fortune 500 company that earns “ World’s Best Workplaces ,” “ Best Company Culture ,” and “ Best Companies for Career Growth ” awards every year? Then a WFM Real Time Management Analyst position at Concentrix is the right place for you!
As a WFM Real Time Management Analyst , you’ll join an organically diverse team from around the globe where all members contribute to and support each other’s success and wellbeing, proudly united as “game-changers.” Together, we serve as the intelligent transformation partner for the world’s best-known brands, delivering exceptional customer experiences with tech-powered innovation.
CAREER GROWTH AND PERSONAL DEVELOPMENT
This is a great opportunity to reimagine an all-new career journey and develop “friends for life” at the same time. We’ll give you all the training, technologies, and ongoing support you’ll need to succeed. Plus, at Concentrix, there’s real career (and personal) growth potential. In fact, about 80% of our managers and leaders have been promoted from within! That’s why we offer a range of no-cost learning and leadership development programs designed to set you on your way to the kind of career you’ve always envisioned.
WHAT YOU WILL DO IN THIS ROLE
As a WFM Real Time Management Analyst , you’ll:
Monitor real-time adherence using tools available, IEX, CMS, Verint, Aspect RTA, etc.
Act as the real-time monitor for the Operations team by providing direction, guidelines, and performance updates to hit service-level goals.
Appropriately respond to Service Level variations by working with Operations to match staff to demand and/or reallocate volumes.
Prepare, report, and analyze trends such as Volume, AHT, ASA, Occupancy, Utilization, and Shrinkages to understand and plan for potential.
Optimize the use of tools/technology & improve the efficiency and effectiveness of the organization.
Highlight data abnormalities that one may spot in the dataset beforehand.
Accurate adherence and compliance tracking to enhance utilization.
Optimization based on trends to improve intra-day performance.
Interact with Client Command Centers, Work Force Management Groups, Technology & Network Services Teams.
Analyze staffing at the postmortem and intraday levels to drive decision-making.
Work closely with other WFM teams to drive delivery results.
YOUR QUALIFICATIONS
Your skills, integrity, and genuine compassion will deliver value and success with every customer interaction. Other qualifications for our WFM Real Time Management Analyst role include:
A minimum of one year working in a contact center environment, Required
Previous Work Force Management experience in a contact center environment, Preferred
Intermediate proficiency in MS Office, particularly Excel, Required
Must be open to schedule flexibility to respond to business needs as needed, Required
Candidates must currently reside within a 20-mile radius of the Concentrix site in Mississauga, ON, for immediate consideration, Required
Must have excellent time management skills, with the ability to work with minimal supervision and under tight timelines
Must have exceptional attention to detail, which includes the ability to handle high-pressure situations, identify and correct any errors or discrepancies, and share…