Concentrix

Global BPO offering customer engagement services

Associate WFM Real Time Management

Business OperationsConfirmed live in the last 24 hours

Full-timeGurugram, Haryana, IndiaNo salary listedIn-person

About the Job

Requirements

Graduation is required.
Strong written and verbal communication skills are required.
Proficiency in Microsoft Office tools is required.
Knowledge of one or more workforce management tools such as IEX, eWFM, Avaya, or Genesys is required.
The role requires understanding the financial impact of decisions within workforce management.
The role requires the ability to work in a dynamic 24/7 environment handling international programs or clients.
The role requires the ability to multitask, prioritize, and meet deliverable timelines.
The role requires high attention to detail and a professional approach to developing business partnerships.

Responsibilities

Manage agent preferences, time-off requests, shift bidding, training, and overtime based on intraday performance reports and business goals.
Collaborate with business units, quality, and training teams to schedule necessary training and associate coaching to support the company's quality commitment.
Review scheduling and staffing processes to identify opportunities to improve efficiency.
Consult with operations to develop staffing requirements by setting thresholds for overhead, time off, overtime, and absences.
Develop accurate and timely schedules and staffing plans for assigned business areas.
Identify schedule or plan changes in relevant databases and escalate issues as appropriate.
Prepare reports on hiring needs, schedules, and staffing analysis for business reviews and stakeholders.
Maintain workforce management tools and setups, including IEX entities.
Collaborate with real-time and planning workforce management departments to review business health and improve profitability.

Job Title:

Associate, WFM Real Time Management

Job Description

Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.

Role and Key Responsibilities:

Manage agent preferences, time-off requests, shift bid process, trainings and overtime based on the intraday reports on performance and business goals
To collaborate with various business units, quality, and training to schedule the necessary training, and associate coaching to ensure the company’s commitment towards quality.
To review the current processes of scheduling and staffing and uncover the potential opportunities for improved efficiency.
Consult with operations to develop staffing requirements by setting thresholds for overhead, time-off, overtime, and absences.
Develop schedules and staffing plans for assigned business in an accurate and timely manner.
Identify schedule/plan changes in relevant databases and escalate issues as appropriate.
Prepare reports for hiring needs, schedule, and staffing analysis for business reviews and stakeholders.
Maintain various WFM tools and set ups, e.g. IEX entities, etc.
Collaborate with other WFM departments like real time and planning to constantly review and improve the health of business and increase profitability.

Key skills and knowledge:

Strong communication skills, both written and verbal.
Highly Proficient in Microsoft Office tools.
High attention to detail
Understanding the financial impact of all decisions made within WFM.
Solution driven and resulted oriented mindset.
Highly Proficient in Microsoft Office tools.
Ready to work in a dynamic 24*7 environment handling international programs/clients.
Demonstrated ability to multi-task, prioritize, and meet timelines of deliverables.
Self-starter, sense of urgency, and works well under pressure.
Highly professional and able to develop strong business partnerships.
Knowledge of any one or more WFM tools like IEX/eWFM/Avaya/Genesys

Education : Graduation

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 letter head with authentic signatures of appropriate Concentrix authorities.'

Location:

IND Gurgaon - Bld 14 IT SEZ Unit 1, 5th, 6th and 17th Flr

Language Requirements:

Time Type:

Full time

About the Company

Concentrix

Global BPO offering customer engagement services

Concentrix provides global technology and BPO services, helping recognized brands grow and run operations more efficiently through end-to-end solutions that include customer engagement, digital transformation, and IT services. It leverages AI, APIs, and advanced analytics to tailor offerings and act as a seamless extension of each client, delivering consistent experiences across regions. Its differentiators are large-scale, technology-enabled capabilities, data-driven insights, and sector-specific expertise that enable integrated, customized solutions. The company aims to help clients achieve strategic goals by accelerating digital transformation and improving customer interactions with reliable, globally consistent service.

Company size: 10,001+
Company stage: IPO
Headquarters: Newark, CA
Founded: 1969

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