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
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.
Role and KEY RESPONSIBILITIES
- 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
YEARS OF EXPERIENCE: 1-2 years
Role and KEY RESPONSIBILITIES
• 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
Disclaimer:-
'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.'
For any query and support, you can write us at:sarkariprivatejobs2020@gmail.com
Also, you can whatsapp your queries at 9560404803
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