Concentrix Hiring for Associate, Real Time Management

Concentrix Off Campus Recruitment Drive 2024: Concentrix Careers & Job Opportunity for the position of Associate, Real Time Management at the Gurugram location.

Here, Job Seekers will get the details about the recruitment of Concentrix  off campus recruitment Drive such as Job Profile, Job location, Freshers & Experience Job or Freshers & Experienced Job Opening, Year of Passout required, Salary for the current Profile, and much more.

Candidates are advised to read all the details carefully before making online application for Concentrix  Associate, Real Time Management Job Opening at Gurugram location.

Overview of Concentrix  Off Campus Drive 2024:

Concentrix  Off Campus 2024 Drive:

Role & 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.
• Manage 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 Organization’s 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 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, reforecasting 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 Skills
• MS Office – Excel, PowerPoint, Word, Access, Outlook, etc.
• InContact/Oracle – ACD and other ACD platforms to support multi-channel Environment – (Voice/Chat/Email/SMS)
• 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

Qualification: Graduation in any discipline

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:

This notification is for the recruitment of Associate, Real Time Management from Concentrix . You can apply through the given link for the profile of the Associate Analyst.

Important Note While Applying for Jobs:- Do read all the instructions and requirements carefully to apply for the job. All the communications from the organization will be on your registered Email ID. Keep Checking your Mailbox for the next round details once CV is shortlisted. 

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How to apply Concentrix  Off Campus Recruitment Drive for 2024?

Apply Link Concentrix Off Campus 2024 Job: Click Here