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Analyst, WFM Real Time Management at Concentrix - ApplyBlast

Analyst, WFM Real Time Management

Concentrix

4 months ago

3.3 on Glassdoor

Albania

Onsite

Full Time

Junior

0 applicants

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About this role

An Analyst, WFM Real Time Management at Concentrix Albania oversees inbound and outbound call center operations to ensure service level targets are met. The role involves real-time monitoring, troubleshooting system escalations, and managing labor resources to align with organizational goals. Analysts track statistical data, adjust routing configurations, and coordinate with stakeholders to optimize payphone and workforce productivity 24/7/365.

Responsibilities

Monitor real-time service levels across global call queues worldwide
Troubleshoot Tier one and Tier two system escalations immediately
Manage labor resources to meet or exceed organizational goals
Adjust queue and DNIS priority settings to optimize call flow
Analyze statistical data to reforecast demand and staffing needs

Skills

Qualifications

Any Graduate

About Concentrix

concentrix.com

Headquarters

Newark, California, United States

Company Size

10001+ employees

Founded

1983

View Profile

Concentrix is a global technology and services leader that helps companies design and deliver differentiated customer experiences and improve business performance. It provides end-to-end CX solutions — including consulting, digital transformation, analytics, automation and AI-powered platforms — plus customer engagement and outsourcing services across industries. Concentrix partners with major brands to reimagine customer journeys, combining human-centered design, data-driven insights and technology to drive growth, efficiency and loyalty worldwide.