Concentrix Hiring Associate, WFM Real Time Management (Gurgaon) | Graduates

Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. The company partners with ambitious, progressive executives worldwide to future-proof their businesses and stay ahead of competition and customer expectations.

Role and Key Responsibilities

• Manage agent preferences, time-off requests, shift bids, training and overtime based on intraday performance reports and business goals.
• Collaborate with business units, quality and training teams to schedule required training and associate coaching that supports the company's quality commitment.
• Review current scheduling and staffing processes and identify opportunities to improve efficiency.
• Consult with operations to set staffing requirements, including thresholds for overhead, time-off, overtime and absences.
• Develop accurate, timely schedules and staffing plans for assigned business.
• Identify schedule and plan changes in relevant databases and escalate issues as needed.
• Prepare reports on hiring needs, scheduling and staffing analysis for business reviews and stakeholders.
• Maintain various WFM tools and setups, such as IEX entities.
• Work with other WFM departments such as real time and planning to continuously review and improve business health and profitability.

Key Skills and Knowledge

• Strong written and verbal communication skills.
• Highly proficient in Microsoft Office tools.
• High attention to detail.
• Understanding of the financial impact of WFM decisions.
• Solution-driven, results-oriented mindset.
• Ready to work in a dynamic 24x7 environment supporting international programs and clients.
• Ability to multi-task, prioritize and meet deliverable timelines.
• Self-starter with a sense of urgency who works well under pressure.
• Professional, able to build strong business partnerships.
• Knowledge of one or more WFM tools such as IEX, eWFM, Avaya or Genesys.