Job Title:
Sr. Representative, Real Time Management
Job Description
About Concentrix: Concentrix, is a technology-enabled global business services company (Nasdaq listed: CNXC) specializing in customer engagement and improving business performance for some of the world’s best brands. Every day, from more than 40 countries and across six continents, our staff delivers next generation customer experience and helps companies better connect with their customers. We create better business outcomes and differentiate our clients through technology, design, data, process, and people. Concentrix provides services to clients in ten industry verticals: automotive; banking and financial services; insurance; healthcare; technology; consumer electronics; media and communications; retail and e-commerce; travel and transportation; energy and public-sector. We are Different by Design. Visit www.concentrix.com to learn more.
Role: RTA/WFM Analyst
Location: Vietnam
Key Responsibilities:
· RTA will act as a liaison between the Centralized and Site WFM teams.
· Preparation of daily / Weekly / Monthly MIS reports & presentations / decks
· Preparing of schedules using Erlang for different queues across multiple locations
· Resolve escalated issues and requests from site management
· Root cause analysis of SLA deviations, action plan development and resolution
· Monitor real-time queue, schedule adherence & attendance.
· Key daily exception requests and update schedules
· Cross-train with Scheduling Analyst
· Optimize breaks the day of or day before the actual schedule
· Schedule ADHOC intra-day training requests and update schedules
· Produce and analyze daily efficiency reports (representative availability, access level etc.)
· Attend centralized and/or site management meeting, as required
· Cater to real time adhoc requests as and when required
Skills
· Required good communication skill.
· Required good knowledge of MS Excel & Power point.
· Proficiency with computers
· Willing to work 24*7
· Candidate with Scheduling skill will be preferred.
· Ability to handle pressure situations
· Drive for self-learning and knowledge enhancement
About Concentrix: Concentrix, is a technology-enabled global business services company (Nasdaq listed: CNXC) specializing in customer engagement and improving business performance for some of the world’s best brands. Every day, from more than 40 countries and across six continents, our staff delivers next generation customer experience and helps companies better connect with their customers. We create better business outcomes and differentiate our clients through technology, design, data, process, and people. Concentrix provides services to clients in ten industry verticals: automotive; banking and financial services; insurance; healthcare; technology; consumer electronics; media and communications; retail and e-commerce; travel and transportation; energy and public-sector. We are Different by Design. Visit www.concentrix.com to learn more.
Role: RTA/WFM Analyst
Location: Vietnam
Key Responsibilities:
- RTA will act as a liaison between the Centralized and Site WFM teams.
- Preparation of daily / Weekly / Monthly MIS reports & presentations / decks
- Preparing of schedules using Erlang for different queues across multiple locations
- Resolve escalated issues and requests from site management
- Root cause analysis of SLA deviations, action plan development and resolution
- Monitor real-time queue, schedule adherence & attendance.
- Key daily exception requests and update schedules
- Cross-train with Scheduling Analyst
- Optimize breaks the day of or day before the actual schedule
- Schedule ADHOC intra-day training requests and update schedules
- Produce and analyze daily efficiency reports (representative availability, access level etc.)
- Attend centralized and/or site management meeting, as required
- Cater to real time adhoc requests as and when required
Skills
- Required good communication skill.
- Required good knowledge of MS Excel, Python
- Good to have SQL and PowerBI.
- Proficiency with computers
- Willing to work 24*7
- Candidate with Scheduling skill will be preferred.
- Ability to handle pressure situations
- Drive for self-learning and knowledge enhancement
Location:
VNM Ho Chi Minh City - 4th Flr, QTSC Bldg 1, Quang Trung Software City
Language Requirements:
Time Type:
Full time2024-10-01
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