Sr. Analyst, WFM Real Time Management

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 routing plans using a variety of routing platforms provided by various carriers. · Recommend and implement 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. · Recommend strategies to Operations for improved labor utilization and key performance indicators · Review and work TTs assigned to the WFM team that require real-time assistance to different stakeholders · Agent skilling (workgroup or queue membership concepts), multi-skill routing sets (the concept of Forecast groups, staff groups, and intent routing) · Queue Performance Reporting and Actions Taken · Interval Productivity reporting and ROCC(offshore) Helpdesk · Review and process VTO/PTO/OT/Non-Prod time requests in real-time · Intraday real time monitoring of service levels for all queues at all sites 24/7/365 Key Skills & Knowledge · Aspect/IEX WFM – and other Workforce Scheduling tools. (Admin, setup, use, updated, edits, reporting · Good Communication Skill · MS Office – Excel, PowerPoint, Word, Access, Outlook, etc. · InContact/Oracle – ACD and other ACD platforms to support multi-channel Environment – (Voice/Chat/Email/SMS) · 3+ years’ Workforce Experience (RTA or greater) · 1+ years’ experience working with tools or equivalent counterparts · Bachelor's degree in related field from a four-year college or university program · Basic knowledge of the call center industry.