CallCenterNinjaConcentrix Albania is recruiting an Analyst WFM - Real Time Management
This position is for WFM as service and the role we are hiring for will be managing performing the WFM activities
Key Responsibility :
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
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Desired Skills :
Experience in managing large scale complex operations in Real Time
Experience in managing multi-site and multivendor environment
Strong Communicator and decision maker
Strong business acumen
Should be a go-getter and a collaborator
Analytical and Problem-solving ability
Ability to simplify complex operations into repeatable processes
Hands-on experience in Telephony and WFM tools preferably IEX (CMS Avaya/Genesys/Cisco/Aspect/Verint)
High attention to detail and sense of professionalism and ability to develop relationships
Any Graduate