الوصف الوظيفي
Job Title:RTA LeadJob DescriptionConcentrix 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 / inhouse sites with staffing requirements and operational metrics as and when required on an 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 issues, complete post-mortem reports, and provide feedback.Communicate with partner/client POCs to address variances.First level of escalation for Intraday issues.Design/modify/implement processes to increase RTA effectiveness.Key skills and knowledge:Graduate (any stream).Experience in managing a Real Time team for 2+ years with overall RTA exp of min 3+ years.Experience in managing multi-site and multi-vendor environments.Strong communicator and decision makerStrong business acumenShould 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 relationshipsEducational Qualification: GraduationDisclaimer: -'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask 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 Hyderabad - Unit No. 601, 6th Flr, Maximus Building 2ALanguage Requirements:Time Type:Full timeIf you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents
