Job Title:
RTA WFMJob 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.
Job Description:
The Real time analyst is responsible for monitoring and managing real-time performance of the contact center to ensure Service Level, Occupancy, and productivity goals are met. The RTA acts as a bridge between Operations and WFM.
Key Responsibilities:
1. Real-Time Monitoring & Management: Monitor real-time adherence, AUX usage, login/logout, breaks, and shrinkage via CMS, IEX, Verint, Nice, or Aspect. Monitor intraday call volume, AHT, and service level vs. forecasted plan. Send real-time alerts to Operations team for adherence breaches and SLA risks. Manage skill changes, queue management, and agent movements in real-time
2. Reporting & Analysis: Prepare and publish intraday, daily, and hourly reports - SLA, Adherence, Absenteeism, Conformance. Analyze intraday trends and recommend action plans (OT, VTO, preponement/postponement of breaks).Maintain RTA tracker and exception logs.
3. Stakeholder Coordination: Coordinate with Operations, TLs, Trainers, and Quality for staffing and roster adjustments. Support break/lunch/meeting/training schedule optimization. Participate in client calls and present real-time performance.4. Tools Management: Working knowledge of WFM tools - IEX, Verint, Aspect, Nice, Genesys, Avaya CMS. Proficient in MS Excel (VLOOKUP, Pivot Tables, Conditional Formatting), Google Sheets.
Educational Qualification – Graduation/Undergraduation
Disclaimer:-Neither Concentrix nor any authorized 3rd party who assists with our recruitment process, ever asks 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 letterhead with authentic signatures of appropriate Concentrix authorities.
Location:
IND Noida - S2 World Trade Tower Plot No 1 Delhi Noida Direct FlywayLanguage Requirements:
Time Type:
Full timeSkills Required
- Graduation or undergraduate education
- Working knowledge of WFM tools including IEX, Verint, Aspect, NICE, Genesys, or Avaya CMS
- Proficiency in Microsoft Excel, including VLOOKUP, Pivot Tables, and Conditional Formatting
- Proficiency in Google Sheets
What We Do
CNX Resources Corporation (NYSE: CNX) is the premier natural gas development, midstream, and technology company in Appalachia – one of the most energy abundant regions in the world. We believe in an Appalachia First approach to our work – prioritizing investments and utilizing home-grown resources that truly make a Tangible, Impactful, and Local difference in our regional communities first, and then far beyond. Over the past 150+ years, our 100% local workforce has produced low cost and low emission natural gas to help meet the world’s growing energy demand and catalyze environmental progress. Learn more about our company at CNX.com. Or, to view stories on our vision, innovations and actions, visit PositiveEnergyHub.com
