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:
- Monitoring queues & flagging schedule non-adherence.
- The central point of contact for all schedule exceptions & time off requests.
- Monitor Service levels & associated metrics.
- Preparation of daily / Weekly / Monthly reports
- Daily/Weekly Attendance tracking
- Resolve escalated issues and requests from the site management.
- Root cause analysis of SLA deviations, action plan development and resolution
- Monitor real-time queue, schedule adherence & attendance.
- Key daily exception requests and update schedules
- Cross-train with Scheduling Analyst
- Optimize breaks the day of or day before the actual schedule.
- Schedule ADHOC intra-day training requests and update schedules
- Attend centralized and/or site management meetings as per requirement.
- Cater to real time ad-hoc requests as per requirement.
- Preparation of weekly performance / KPI reports and maintaining performance dashboards.
- Preparing ad-hoc reports & analysis for management reporting
- Preparing Monthly performance data for incentives in Operations
- Preparing performance data for Operations & Client RnRs
- Understanding of Capacity planning and Scheduling for the process
- Maintaining and updating trackers for ongoing programs & projects
- Drive Special Projects and Initiatives assigned.
- Resolve escalated issues and requests from the account management.
Desired Skills :
- Data analytical skills.
- Basic knowledge of workforce Management.
- Excellent problem solving & reasoning skills.
- Good written and verbal communication skills.
- Good team player with willingness to learn and drive to achieve.
- Basic knowledge of MS Excel, MS Access, and other MS Office components
- Ability to handle pressure situations.
- Ability to simplify complex operations into repeatable processes.
- Ready to work in dynamic 24*7 shift environment.