Job Description

Summary Associate - Real-Time Management Job Title: Associate - Real-Time Management Department: Workforce Management (WFM) Job Type: Full-Time (B&M) Shift: 24x7 Rotational Shifts (Supporting Global BPO Operations) About the Company 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. Job Summary The Associate - Real-Time Management is a key member of the Workforce Management team in a BPO environment, responsible for real-time monitoring and management of staffing levels, queue performance, and service level adherence across multiple client programs. The role focuses on maximizing operational efficiency, ensuring optimal agent productivity, and delivering on client SLAs in a dynamic, multi-channel contact center setting. This individual plays a crucial role in identifying system issues, coordinating with IT and operations teams, and escalating problems to ensure minimal disruption to service delivery. Key Responsibilities o Real-Time Queue Monitoring: Monitor intraday call volumes, queue performance, and agent availability across voice, chat, email and other channels to ensure service levels are met. o Incident Management: Provide Tier 1 and Tier 2 troubleshooting support for real-time operational and system issues; initiate and participate in rapid escalation processes to minimize impact on client operations. o Traffic Routing & Adjustments: Monitor and manage call routing, DNIS settings, overflow strategies, and media campaign configurations across various platforms and client accounts. o Downtime Coordination: Support coordination during system outages or tool downtimes by documenting incidents, notifying stakeholders, and maintaining regular communication with operations and clients. o Performance Reporting: Analyze real-time performance metrics, staffing gaps, shrinkage trends, and forecast deviations; recommend corrective actions to meet intraday goals. o WFM Collaboration: Work closely with WFM scheduling and forecasting teams to ensure staffing aligns with intraday trends and client expectations. o Stakeholder Communication: Maintain regular updates with operations managers and clients regarding real-time status, issue resolutions, and potential risks to SLA delivery. o Platform & Tool Utilization: Utilize WFM platforms, ACD systems, and service management tools to execute real-time activities and log incidents accurately. o Process Improvements: Recommend real-time process enhancements to improve workforce utilization, adherence, and overall service performance. Candidate Profile o Bachelor's degree from an accredited institution with a minimum of two years of professional experience. o 1-2 years of experience in a WFM real-time or command center role within a BPO environment preferred. o Basic knowledge of ACD platforms (e.g., Avaya, Genesys, Cisco), workforce management tools (e.g., Verint, NICE, Aspect), and service desk systems. o Understanding of BPO operations and key metrics such as AHT, ASA, SLA, shrinkage, adherence, and occupancy etc. o Awareness of the financial and operational implications of decisions in a contact center environment. o Strong problem-solving skills with the ability to react quickly in high-pressure scenarios. o Proficient in Microsoft Excel and other Microsoft Office tools. o Excellent verbal and written communication skills, including the ability to communicate technical issues to non-technical stakeholders. o Willingness to work in a 24x7 rotational shift environment handling global clients and time zones. o Strong multitasking, organizational, and time management skills. o High attention to detail, professional demeanor, and ability to build strong working relationships. o Team player with a high sense of ownership. Career Framework This role is aligned to the entry level of the Professional Career Band within the WFM domain. The associate will work on structured assignments and develop core competencies in real-time management, gaining exposure to client-facing BPO operations. This is a foundational role with clear pathways to Workforce Scheduler, Supervisor, Planner, Forecasting or other WFM positions. Disclaimer The responsibilities listed above are intended to describe the general nature and level of work being performed. They are not intended to be an exhaustive list of all duties, responsibilities, and qualifications required.
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.
Key Responsibilities
Real-Time Queue Monitoring: Monitor intraday call volumes, queue performance, and agent availability across voice, chat, email and other channels to ensure service levels are met.
Incident Management: Provide Tier 1 and Tier 2 troubleshooting support for real-time operational and system issues; initiate and participate in rapid escalation processes to minimize impact on client operations.
Traffic Routing & Adjustments: Monitor and manage call routing, DNIS settings, overflow strategies, and media campaign configurations across various platforms and client accounts.
Downtime Coordination: Support coordination during system outages or tool downtimes by documenting incidents, notifying stakeholders, and maintaining regular communication with operations and clients.
Performance Reporting: Analyze real-time performance metrics, staffing gaps, shrinkage trends, and forecast deviations; recommend corrective actions to meet intraday goals.
WFM Collaboration: Work closely with WFM scheduling and forecasting teams to ensure staffing aligns with intraday trends and client expectations.
Stakeholder Communication: Maintain regular updates with operations managers and clients regarding real-time status, issue resolutions, and potential risks to SLA delivery.
Platform & Tool Utilization: Utilize WFM platforms, ACD systems, and service management tools to execute real-time activities and log incidents accurately.
Process Improvements: Recommend real-time process enhancements to improve workforce utilization, adherence, and overall service performance.
Candidate Profile
Bachelor's degree from an accredited institution with a minimum of two years of professional experience.
1-2 years of experience in a WFM real-time or command center role within a BPO environment preferred.
Basic knowledge of ACD platforms (e.g., Avaya, Genesys, Cisco), workforce management tools (e.g., Verint, NICE, Aspect), and service desk systems.
Understanding of BPO operations and key metrics such as AHT, ASA, SLA, shrinkage, adherence, and occupancy etc.
Awareness of the financial and operational implications of decisions in a contact center environment.
Strong problem-solving skills with the ability to react quickly in high-pressure scenarios.
Proficient in Microsoft Excel and other Microsoft Office tools.
Excellent verbal and written communication skills, including the ability to communicate technical issues to non-technical stakeholders.
Willingness to work in a 24x7 rotational shift environment handling global clients and time zones.
Strong multitasking, organizational, and time management skills
Educational Qualification: Graduate
Disclaimer
The responsibilities listed above are intended to describe the general nature and level of work being performed. They are not intended to be an exhaustive list of all duties, responsibilities, and qualifications required.

Skills Required