Workforce Management Analyst (Real Time Analyst)

• Location: Flemington Building, 182 Le Dai Hanh, Phu Tho Ward, District 11, Ho Chi Minh City
• Working Time: 5 days/week, Rotating shift.
• Working shift: 7:00am to 7:00pm (8hrs working + 1 hrs break)
• Language Proficiency: English

About Concentrix

Concentrix Corporation (Nasdaq: CNXC) is a leading global provider of customer experience (CX) solutions and technology, improving business performance for some of the world’s best brands including over 100 Fortune Global 500 clients and over 125 new economic clients. Every day, from more than 40 countries and across c 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 Strategy + Talent + Technology. Concentrix provides services to clients in our key industry verticals: technology & consumer electronics; retail, travel & ecommerce; banking, financial services & insurance; healthcare; communications & media; automotive; energy and public- sector.

Visit www.concentrix.com to learn more.

About the job

Duties and Responsibilities

• RTA will act as a liaison between the Centralized and Site WFM teams.

• Preparation of daily / Weekly / Monthly MIS reports & presentations / decks

• 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

• 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

Desired Skills:

• At least 1 year’s experience in Data Analyst

• Fluent in English

• Knowledge and experience in Excel and Power Querry.

• Have sense to detect and regcognize non-compiance behavior.

• Ability to communicate and inspire employees.

• Candidate with Scheduling skill will be preferred.

• Have logic-mind.