Associate, WFM Real Time Management

Overview

Associate role in Workforce Management (WFM) Real Time Management at Concentrix, managing agent schedules, staffing and real-time performance against business goals in a 24x7 international operation.

What you'll do

• Manage agent preferences, time-off requests, shift bid process, trainings and overtime based on intraday performance reports and business goals.
• Collaborate with business units, quality and training to schedule necessary training and associate coaching, ensuring commitment to quality.
• Review current scheduling and staffing processes and uncover opportunities for improved efficiency.
• Consult with operations to develop staffing requirements by setting thresholds for overhead, time-off, overtime and absences.
• Develop schedules and staffing plans for assigned business in an accurate and timely manner.
• Identify schedule/plan changes in relevant databases and escalate issues as appropriate.
• Prepare reports for hiring needs, schedule and staffing analysis for business reviews and stakeholders.
• Maintain various WFM tools and set-ups, e.g. IEX entities.
• Collaborate with other WFM departments like real time and planning to review and improve the health of the business and increase profitability.

What you'll need

• Graduation (education).
• Strong communication skills, both written and verbal.
• Highly proficient in Microsoft Office tools.
• High attention to detail.
• Understanding the financial impact of all decisions made within WFM.
• Solution-driven and results-oriented mindset.
• Ready to work in a dynamic 24x7 environment handling international programs/clients.
• Demonstrated ability to multi-task, prioritize and meet timelines of deliverables.
• Self-starter, sense of urgency, and works well under pressure.
• Highly professional and able to develop strong business partnerships.
• Knowledge of any one or more WFM tools like IEX/eWFM/Avaya/Genesys.

Details

• Location: IND Gurgaon - Bld 14 IT SEZ Unit 1, 5th, 6th and 17th Floor.
• Full-time employment.
• Works in a 24x7 environment.