Concentrix Recruitment Program 2026 | Hiring Analyst, Real Time Management

Qualifications

Qualification: Graduate

Key Skills & Knowledge–  RTA , IEX, Genesys, Aceyus, Avaya/CMS, eWFM & proficient in MS Excel

Roles & Responsibilities

• Intraday real time monitoring of service levels for all queues at all sites.
• Real time monitoring of agents’ performance from all teams at all sites.
• Drive real-time adherence to the expected capacity against the actual performance to achieve service levels and efficiency metric goals
• Communicate and call out changes to incoming contact patterns to operations and the broader WFM team
• Have a real time communication with the WFM team and operations when call outs or changes need to be done
• Support changes within routing profiles
• Update and send reports related to the performance of each site including but not limited to shrinkage, occupancy, and NPT usage
• Review TTs assigned to the WFM team that require real-time assistance to different stakeholders
• Provide assistance to the WFM team as needed and provides daily reports
• Resolve escalated issues and requests from the account management
• Preparing ad-hoc reports & analysis for management reporting
• Drive Special Projects and Initiatives assigned
• Resolve escalated issues and requests from the account management
• Cater to real time ad-hoc requests as per