Intraday Supervisor, Real time management

Job Description

Role : Intraday Supervisor, Real time management DESIGNATION : Intraday Supervisor, Real time management LOCATION : Noida YEARS OF EXPERIENCE : 4 years 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. Role and Key Responsibilities: Manage a team of Real Time Analysts. Trigger alignment of schedules across partner / in-house sites with staffing requirements and operational metrics as and when required on intraday basis Communicate with WFM Scheduling Manager on any items that can be incorporated in the near-term action plan and schedule improvement Identify and analyze issue, complete post-mortem report and provide feedback Communicate with Partner/Client POCs to address variances First level of Escalation for Intraday issues. Key Skills & Knowledge: Experience in managing large scale complex operations in Real Time Experience in managing a 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. (CMS Avaya/Genesys/Cisco/Aspect/Verint/IEX) High attention to detail and sense of professionalism and ability to develop relationships Qualification: Graduate