Role and Key Responsibilities:

• Work closely with operations management to maintain the level of efficacy our clients are expecting. SL, OCC, Line Adherence, etc.
• Work closely with client to address schedule changes/concern
• Track & report -system issues, Station IDs, Agent behavior (report habitually short calls, excessive aux usage , etc..), Overall staffing performance (staff vs required, service metrics, attendance, etc)
• Monitor Realtime adherence using tools available, IEX, CMS, WFM etc.
• Update schedules as needed, Adjust Breaks/Lunches for better performance
• Participate in relevant meetings
• Provide input to stakeholders and drive labor management
• Interact with Client Command Centers, Work Force Management Groups, Technology & Network Services Teams.
• Handle CNX Internal Customers.

Key skills & knowledge:

• Good analytical, numerical and problem solving skills. WFM-RTA experience - preferred.
• Must possess effective organizational and time management skills with the ability to multi task proficiently.
• Must be able to respond quickly and logically in a fast paced environment, making accurate decisions under pressure.
• Strong team building and leadership skills, including strong logical thought processes.
• Excellent written and verbal communication skills required to interact with internal stakeholders and client representatives.
• Ability to work self-reliantly with minimal supervision, meeting multiple deadlines in a high pressure environment

Educational Qualification: Graduate / Post Graduate

Disclaimer:-

Location:

IND Bangalore - Ecospace Bus ParkLanguage Requirements:

Time Type:

Full time

Role: Operations Support - Other

Industry Type: IT Services & Consulting

Department: Customer Success, Service & Operations

Employment Type: Full Time, Permanent

Role Category: Operations Support

Education

UG: Any Graduate

PG: Any Postgraduate

About company

Concentrix, Corporation (Nasdaq: CNXC) is a leading global provider of customer experience (CX) solutions and technology, improving business performance for some of the worlds best brands including over 100 Fortune Global 500 clients and over 125 new economy clients. Every day, from more than 40 countries and across 6 continents, our staff delivers next generation customer experience and helps companies better connect with their customers