ByJob Description: Concentrix, a technology-enabled global business services company, specializes in customer engagement and improving business performance. We partner with ambitious, progressive executives worldwide to future-proof their businesses and stay ahead of competition and customer expectations.
Role and Key Responsibilities:
- Collaborate with operations management to maintain the expected level of efficiency for our clients, focusing on metrics such as Service Level (SL), Occupancy (OCC), and Line Adherence.
- Work closely with clients to address schedule changes and concerns.
- Track and report on system issues, station IDs, agent behavior (e.g., habitually short calls, excessive auxiliary usage), overall staffing performance (staff vs. required, service metrics, attendance).
- Monitor real-time adherence using tools like IEX, CMS, WFM, etc.
- Update schedules as needed and adjust breaks/lunches for optimal performance.
- Participate in relevant meetings and provide input to stakeholders to drive labor management.
- Interact with Client Command Centers, Workforce Management Groups, and Technology & Network Services Teams.
- Handle internal customers within Concentrix.
Key Skills & Knowledge:
- Strong analytical, numerical, and problem-solving skills.
- Preferred experience in Workforce Management – Real-Time Adherence (WFM-RTA).
- Effective organizational and time management skills, with the ability to multitask proficiently.
- Ability to respond quickly and logically in a fast-paced environment, making accurate decisions under pressure.
- Strong team-building and leadership skills, with a logical thought process.
- Excellent written and verbal communication skills for interaction with internal stakeholders and client representatives.
- Ability to work independently with minimal supervision, meeting multiple deadlines in a high-pressure environment.
Educational Qualification: Graduate / Post Graduate
Disclaimer: Concentrix and any authorized third parties assisting with our recruitment process do not ask candidates for any fees in exchange for offer letters. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letterhead with authentic signatures from appropriate Concentrix authorities.
Location: IND Bangalore – Ecospace Bus Park
Language Requirements: Not specified
Time Type: Full time
Apply here: CONCENTRIX IS HIRING ASSOCIATE
