Concentrix is Hiring for WFM forecast RTA planning analyst

Concentrix is Hiring for WFM forecast RTA planning  analyst

Hi Friends,

Here are some hot job openings for this week. Openings are for Concentrix, which 
is a technology-enabled global business services company

Concentrix is Hiring for WFM forecast RTA planning  analyst
Concentrix is Hiring for WFM forecast RTA planning  analyst

Hiring for WFM Manager :

Below are the job description and other details for the job

Job Description Summary

Your primary responsibility is to  ensure that resources are managed efficiently in order to optimize the use of workforce to achieve performance targets (Contact Management) Targets and their own schedule fit targets) and minimize overtime spending.


  • Create Capacity Plans for Enterprise and co-create with partners for their sites
  • Prepare, monitor, and generate appropriate mathematical models and leverage        WFM Tools to generate staffing requirements
  • Oversee the overall Capacity planning for HC
  • Would need to continuously monitor the performance against the plans and refine and redefine assumptions as and when required
  •  Modeling FTE requirements for long term and Short-term including capacity recommendations to close gaps and optimize resources
  •  Conduct Stakeholder review meetings with the Stakeholders for Sign-off of Short-Term Capacity Plan
  •  Maintain Historical Data and trends
  •  AHT (Average handling time ) profiling
  •  Assumption Management
  •  Own HC reconciliation with partner WFM teams

Key Skills & Knowledge

  •   The overall experience of 8-10 years and at least 5-7 years in a planning role.
  •   Must have experience in managing the multi-vendor environment
  •   Should hold strong process and mathematical orientation
  •   Experience of data modeling, simulations and scenario planning
  •   Experience of stakeholder management and aptitude of planning risk identifications
  •   Analytical and good understanding of Contact Centre metrics
  •   Strong business acumen
  •   Should be a good communicator and a collaborator
  •   Strong Communicator and decision-maker
  •    Hands-on Experience on Anaplan will be an added advantage.
  •    Certified Capacity Planning from CNX WFM University
  •    Strong attention to detail sense of professionalism and ability to develop         relationships    

Hiring for RTM Analyst :


ROLE: WFM, Associate, Real-Time Management
DESIGNATION: Associate, Real-Time Management
LOCATION: Bangalore


• Provide troubleshooting support for all Tier one and Tier two escalations and coordination for all global inbound and outbound systems and call routing issues.

• Participate in Rapid Response calls to minimize system downtime and provide regular updates to senior management.

• Should be able to manage the business based on Line Adherence, Service Level, FTE, and ASA

• Recognize and initiate escalation for all system difficulties, including switch and ACD systems, routing systems, and Tier One production impacting tool outages inclusive of client communication.

• Document all incidents using the service management suite and notify impacted stakeholders.

• Manage call volume and labor resources for inbound/outbound call centers, while maintaining and exceeding Organizations and client goals and expectations.

• Monitor designated call centers through various internal and external platforms, instituting timely and efficient communication to verify allocation settings, queue settings, overflow targets, media events, and transcription campaigns.

• Monitor toll-free call routing plans using a variety of routing platforms provided by various carriers.
• Recommend and implement a queue, DNIS priority, and holdout adjustments through the various network carrier platforms and switch packages ensuring to achieve established goals.

• Analyze and monitor statistical information in a timely manner to achieve proper call allocation goals, forecasting demand and staffing.

• Recommend strategies to Operations for improved labor utilization and key performance indicators

• Review and work TTs assigned to the WFM team that require real-time assistance to different stakeholders

• Agent skilling (workgroup or queue membership concepts), multi-skill routing sets (the concept of Forecast groups, staff groups, and intent routing)

• Queue Performance Reporting and Actions Taken

• Interval Productivity reporting and ROCC(offshore) Helpdesk

• Review and process VTO/PTO/OT/Non-Prod time requests in real-time

• Intraday real-time monitoring of service levels for all queues at all sites 24/7/365


Key Skills & Knowledge

  •        Aspect/IEX WFM – and other Workforce Scheduling tools. (Admin, setup, use,   updated, edits, reporting
  •         Good Communication Skill
  •         MS Office – Excel, PowerPoint, Word, Access, Outlook, etc.
  •         InContact/Oracle – ACD and other ACD platforms to support multi-channel Environment – (Voice/Chat/Email/SMS)
  •        2+ years’ Workforce Experience (RTA or greater)
  •         1+ years’ experience working with tools or equivalent counterparts
  •         Bachelor's degree in related field from a four-year college or university program with a minimum of two years of relevant experience - preferred.
  •         Basic knowledge of the call center industry.
  •         Basic understanding of the financial impact of all decisions made within the Command Center (i.e.; system downtime; overtime; home early; utilization; percent answered; etc.).
  •         Knowledge of ACD and Call Center Workforce applications - preferred.
  •         Strong oral and written communication skills.
  •         Proficient in Microsoft Office.
  •         Ability to multi-task, prioritize, and meet timelines of deliverables.
  •         Self-starter, sense of urgency, and works well under pressure.
  •         High attention to detail, sense of professionalism, and ability to develop relationships




You can use the below link to apply for the job :


'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for ‘recruitment’, ‘processing’ or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letterhead with authentic signatures of appropriate Concentrix authorities.'

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Also, you can whatsapp your queries at 9560404803

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