Senior RTA - Senior Workforce Analyst

Concentrix is a leading business services company. We focus on customer engagement and improving business outcomes for over 450 global clients across six continents.

This is a Senior Real Time Analyst position based in Bucharest (Romania) responsible for leading on the monitoring the intraday performance (calls and work time) against forecasted plans. To ensure that customer goals are met, by analyzing and initializing actions to performance, volume variances to forecast and adjust the staffing levels and make corrective action when performance is below service level goal.

Reporting to the Workforce Manager – Europe (UK), this role will interface with the UK Command Centre / Client / Team Leaders and Operations Managers, as appropriate communicates with other functional departments to ensure the optimization of call-handling performance by the most rational management of resources on the day to ensure consistency of service level across intervals for each line of business.

The Senior Real Time Analyst will lead the daily, weekly, performance calls with the client on center performance having a detailed view of shrinkage and other metrics pertinent in understanding capacity needs and possible gaps in coverage.

The successful candidate will have strong stakeholder verbal and written communication skills in English and Romanian. They will be a creative and an analytical problem solver, who is comfortable in a fast-paced, multi-tasked, high-energy environment. They will be able to demonstrate a history of commitment to exceptional customer experience, bias for action, high level of dedication, enthusiasm, motivation, and intelligence.


SPECIFIC RESPONSIBILITIES:
• Lead and represent Real Time function in stakeholder meetings and interlocks with other functions, Daily communications to Team Leader huddles and Stakeholders in Performance meetings presenting, performance achieved and expect along with hotspots and shrinkages.
• Ensure that effective skill routings are in place to deliver a consistency and quality of service.
• Ensure effective handover at the end of the shifts of on the day performance to next Real Time Analyst ready for daily performance calls.
• Ensure continuous review of performance across lines of business ensuring best practice is shared and lessons learnt with feedback given to the Workforce Deployment team where required
• Monitors processes and protocols for the approval of off-phone time on the day, utilization of availability and *All Hands On- situations and ensure effective communication to the operational teams
• Leads and Monitors real time activities related to staffing and ensure all non-scheduled activities are tracked and trended on a continuous basis.
• Leads and Monitors and reporting of adherence to schedules / compliance, staffing amendments, shrinkage numbers, over/under updates, and escalates to Operational Managers for investigation.
• Ensure all logged issues are driven through to completion including participation in technical bridges, acting as an interface between fixer groups and operational teams
• Identifies course of action or makes recommendations relating to staffing deviations, extended hours, overtime, schedule adjustments, and skill changes and leveraging.
• Tracks and Monitors work volume variances to the forecast and adjust staffing levels accordingly.
• Conducts real-time analysis of all metrics for multiple Lines of Business - Forecast Variances, Service Level targets, AHT target variances, Occupancy targets, Staffing requirements, etc.
• Ensures that Daily reconciliation protocols and in place and that and exceptions and logged and escalated.
• Ensures that all real time and daily reports are sent on time and that the appropriate levels of actions are taken with added commentary to stakeholders.
• Manages special conditions within the framework of an Emergency Action Plan (i.e. Failovers, Fire Evac, IT failures, etc.).
• Leads on and updates BigMac for sites On-boarding and Off-boarding requests, Trouble-shoots real-time technology issues.

PLANNING AND ORGANISING:
• Proactivity leads on the performance of production and makes recommendations to increase productivity.
• Identifies the sequence of tasks and the resources needed to achieve a goal, and prioritizes key action steps. Anticipates the impacts and risks of decisions and actions.
DECISION MAKING:
• Make real time intra-day decisions with a positive impact on the business.
• Develops fresh ideas that provide solutions to all types of workplace challenges.
• Makes timely, informed decisions that take into account the facts, goals, constraints, and risks.

COMPETENCIES:
• A good understanding of resource planning and scheduling processes.
• Knowledge of workforce management systems and call routing technologies.
• Organized, Energetic and Calm under pressure.
• Excellent Communication (English)
• Can work and adapt within a highly dynamic and growing environment.
• Problem Solving.
• 6 months experience using IEX or another recognized WFM tool.
KNOWLEDGE, SKILLS AND EXPERIENCE REQUIRED
• Proven experience of using IEX or similar workforce management tool.
• Has had experience of a Real-Time role at least for 6 months or more in a Workforce Team
• Proven planning and time management skills with the ability to deal with multiple demands on time and deal with ambiguity.
• Demonstrated analytical, problem solving and decision-making skills that foster developing creative solutions.
• MS Excel skills required, Ability to manipulate and data to produce summary information.
• Flexible, people oriented and able to work in a team environment.
• Candidates with superior analytical skills in any industry are encouraged to apply.

PREFERED QUALIFICATIONS
• An advanced user of Excel.
• Experience of a multi skilling or multilingual resourcing.
• Ability to deep dive, conduct root cause analysis and implement corrective actions.
• 3+ years of Call Centre or similar experience related to a solid understanding of production environment metrics (such as Service Levels KPIs, AHT, Shrinkage, and FTE’s calculations).