Associate, WFM Real Time Management

About the Role

The Associate, WFM Real Time Management role at Concentrix focuses on managing real-time operational performance for inbound and outbound call centers.

Key Responsibilities

• Provide troubleshooting support for Tier one and Tier two escalations.
• Coordinate global inbound and outbound systems and call routing issues.
• Participate in Rapid Response calls to minimize system downtime.
• Provide regular updates to senior management.
• Manage business based on On-Line Adherence, Service Level, FTE, and ASA.
• Recognize and initiate escalation for system difficulties, including switch and ACD systems, routing systems, and Tier One production impacting tool outages.
• Document all incidents using the service management suite.
• Notify impacted stakeholders.
• Manage call volume and labor resources for inbound/outbound call centers, while maintaining and exceeding organization and client goals.
• Monitor designated call centers through various internal and external platforms, verifying allocation settings, queue settings, overflow targets, media events, and transcription campaigns.
• Monitor toll-free call routing plans using various routing platforms.
• Recommend and implement queue, DNIS priority, and holdout adjustments through network carrier platforms and switch packages.
• Analyze and monitor statistical information 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 requiring real-time assistance.
• Manage agent skilling (workgroup or queue membership concepts).
• Manage multi-skill routing sets (Forecast groups, staff groups, and intent routing).
• Provide Queue Performance Reporting and Actions Taken.
• Provide Interval Productivity reporting and ROCC (offshore).
• 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.
• Manage agent preferences, time-off requests, shift bid process, trainings, and overtime based on intraday reports.
• Collaborate with various business units, quality, and training to schedule necessary training and associate coaching.
• Review current processes of scheduling and staffing to identify 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.
• Identify schedule/plan changes in relevant databases and escalate issues.
• 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 to review and improve business health and profitability.

Requirements & Tech Stack

• Aspect/IEX WFM – and other Workforce Scheduling tools (Admin, setup, use, updated, edits, reporting).
• MS Office – Excel, PowerPoint, Word, Access, Outlook, etc.
• InContact/Oracle – ACD and other ACD platforms to support multi-channel environment (Voice/Chat/Email/SMS).

Qualifications

• Good Communication Skill.
• Basic knowledge of the call center industry.
• Basic understanding of the financial impact of decisions made within the Command Center (e.g., system downtime; overtime; home early; utilization; percent answered).
• 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 resulted oriented mindset.
• Ready to work in a dynamic 24*7 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.
• Education: Graduation.