Concentrix is a forward-thinking global business services company that specializes in enhancing customer engagement and optimizing business performance. Our partnership with visionary executives worldwide empowers businesses to stay ahead of competition and exceed customer expectations.
Role and Key Responsibilities:
As a WFM Associate, you will bridge the gap between Centralized and Site WFM teams while ensuring smooth operations. Your key tasks will include:
- Generating daily, weekly, and monthly MIS reports.
- Resolving escalated issues from site management.
- Conducting root cause analysis for SLA deviations and implementing corrective measures.
- Monitoring real-time queues, schedule adherence, and attendance.
- Managing daily exception requests and updating schedules.
- Collaborating with the Scheduling Analyst.
- Optimizing breaks on the actual schedule day.
- Scheduling ad-hoc intra-day training requests.
- Participating in management meetings.
- Handling real-time ad-hoc requests.
- Providing recommendations to enhance labor utilization and performance indicators.
- Managing VTO/PTO/OT/Non-Prod time requests in real-time.
- Monitoring service levels across all sites 24/7/365.
- Documenting incidents and informing stakeholders.
- Monitoring call centers through various platforms and ensuring accurate allocation settings.
- Managing agent preferences, time-off, shift bids, training, and overtime.
- Coordinating training and coaching with quality and training teams.
- Identifying opportunities to improve scheduling and staffing processes.
- Collaborating with operations to determine staffing requirements.
- Developing accurate schedules and staffing plans.
- Updating relevant databases with schedule changes.
- Providing reports for hiring needs, scheduling analysis, and staffing.
- Maintaining WFM tools and setups.
- Collaborating with other WFM departments to enhance business health and profitability.
Key Skills and Knowledge:
- Strong communication skills.
- Proficiency in MS Excel and PowerPoint.
- Computer literacy.
- Ability to thrive in a 24/7 shift environment.
- Capacity to handle pressure situations.
- Commitment to continuous learning and growth.
- Contact Center Workforce Management experience.
- Proficiency with WFM software like NICE IEX, Avaya CMS, etc.
- Ability to simplify complex operations into repeatable processes.
- Comfortable in a fast-paced environment.
- Ability to make decisions in time-sensitive, ambiguous situations.
- Hands-on experience with WFM tools like IEX, eWFM, Avaya, Genesys.
How to Apply?
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If you’re ready to contribute to a dynamic team and enhance operational efficiency, we encourage you to apply. Join us to drive positive change and elevate business success.