Real Time Analyst - HYBRID (URGENT HIRING)

Dare to be #DifferentByDesign? Grab the opportunity to be part of a global organization where Experience is Everything. Enjoy a disruptive workplace as we provide endless learning opportunities, sustainable career development, and an employee-centric environment. #OneBoldFuture

Essential Functions/Core Responsibilities:

Manage Real Time exceptions in a large call center environmentProvide communication to and from Operations and other support departments for escalation of service-impacting issuesOversee call flow, real time, through workforce management tool(i.e. EIX).Monitor intra-day call and work volume as compared to forecast.Completes real time activities related to staffing Ensures that recommendations for appropriate adjustments to leverage, skill changes are occurring, as requiredEnsures that service level reports to scan for issues and anomalies, and reports perceived concerns to the Team Manager and/or client.(According to established escalation process)Ensures all required data is tracked and trended on a continuous basis. (Service Level, Attendance )May conduct manual studies or analysis due to system short-falls(i.e. AHT, etc.)Manages special conditions within the framework of an Emergency Action Plan (i.e. Fire, Power failures, etc.)Analyzes real-time schedule efficiency measurements as well as key indicators such as service level, for continuous improvementFacilitate the transfer of information of helpdesk requests from Agents to technical support and ensures escalation on large-scale or global technical problemsEnsures that appropriate exception codes are entered to maintain accurate real-time monitoring dataInvestigation of any deviations and enter exceptions in real timeMaximize efficiency and occupancy while meeting service objectivesRecognizes and recommends operational and support improvements

Candidate Profile:

Tenure of the candidate in Organization / OverallWilling to work in a Hybrid work set-upShould be comfortable with 24 X 7 working environmentCandidate should have excellent verbal communication skills and displays high confidence levelCandidate should demonstrate time management and prioritization skillsCandidate should demonstrate analytical, problem solving and logical skillsBasic understanding of Voice / Non Voice RTA process & WFM MetricsCandidate should have excellent written communication skills and is able to draft a write up with min grammatical errorsMathematical and logical skillsCandidate has intermediate knowledge of Excel & Powerpoint and Candidate should be able to analyze information and discern trends

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title. Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.

Concentrix is a multi-awarded CX (Customer Experience) Solutions Company that prides itself on being FANATICAL towards its clients and staff. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations with the help of our exemplary pool of talented individuals. First established in the Philippines in 2007, Concentrix has since grown to become the LARGEST private employer in the country with the biggest footprint of about 100,000 employees. Known as ICT Philippines’ Best Company and Employer of the Year, we create exceptional customer engagement, accelerate digital transformation, and deliver actionable CX insights. We are committed to going the extra mile in caring for YOU. With a culture that celebrates innovation and unparalleled support for each one's individuality, our staff is immersed in an environment that's conducive for their exceptional performance and growth. We are Different by Design. Apply now and #JoinCNXC