Associate – Real Time Management | Concentrix

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.