Concentrix is hiring a Real Time Management Analyst for its workforce management (WFM) team in Gurugram. You will monitor service levels for all queues and sites in real time through the operating window (which can be any time, 24/7/365), track associate performance across teams, update service level, contact data and KPI reports, adjust staffing for internal and outsourced teams against targets, and alert operations and the wider WFM team to changes in contact patterns.
Requirements: a graduate with 2+ years of contact centre experience, good communication skills, MS Office (PowerPoint, Word, Access, Outlook), and familiarity with ACD platforms such as InContact or Oracle. Shift work is part of the role.