Analyst, WFM Real Time Management
Concentrix
Analyst, WFM Real Time Management at Concentrix is a full time role based in IND Bangalore - Embassy Manyata Business Park 4th Floor Block F2, India. It was published on 24 August 2026 and was open at last check.
| Role | Analyst, WFM Real Time Management |
|---|---|
| Company | Concentrix |
| Location | IND Bangalore - Embassy Manyata Business Park 4th Floor Block F2, India |
| Employment type | Full Time |
| Published | 24 August 2026 |
| Status | Open at last check |
Job Title:
Job Description
ROLE: CL 9A
DESIGNATION: Analyst, WFM Real Time Management
LOCATION: Bangalore, India
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.
WFM As a Service - The Candidate will be the single Point of Contact for any Client requirements. The person will be responsible for managing the WFM Services for the aligned accounts and team for various geographies and across all modalities/channels.
Key role & Responsibilities:
- Intraday real time monitoring of service levels for all queues at all sites.
- Real time monitoring of agents’ performance from all teams at all sites.
- Drive real-time adherence to the expected capacity against the actual performance to achieve service levels and efficiency metric goals
- Communicate and call out changes to incoming contact patterns to operations and the broader WFM team
- Have a real time communication with the WFM team and operations when call outs or changes need to be done
- Support changes within routing profiles
- Update and send reports related to the performance of each site including but not limited to shrinkage, occupancy, and NPT usage
- Review TTs assigned to the WFM team that require real-time assistance to different stakeholders
- Provide assistance to the WFM team as needed and provides daily reports
- Resolve escalated issues and requests from the account management
- Preparing ad-hoc reports & analysis for management reporting
- Drive Special Projects and Initiatives assigned
- Resolve escalated issues and requests from the account management
- Cater to real time ad-hoc requests
Key Skills and knowledge:
- Two-Year Experience in the WFM RTM is mandatory.
- Knowledge of Contact Centre methodologies and operational principles
- Excellent communication skills
- Thought leadership, Outcome focused.
- Strong ownership and can-do attitude, dealing with ambiguity
- Extensive experience with WFM software and knowledge of WFM Tools (NICE WFM/Verint/Aspect) will be an added advantage.
- In-depth understanding of call center metrics and their impact on each other like, service-level, ASA, AHT, Abandon, Occupancy, Staffing, Schedules etc.
- Analytical and Problem-solving ability
- Good knowledge of Excel and Advanced Excel is preferred.
- Should be open to work in all shifts
QUALIFICATIONS: Graduation
Disclaimer: -
'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 letter head with authentic signatures of appropriate Concentrix authorities.'
Location:
Language Requirements:
Time Type:
Create your free OnJob profile to apply — we'll take you to Concentrix's application after sign-up. · Posted 24 Aug 2026.
Analyst, WFM Real Time Management at Concentrix — questions answered
What does the Analyst, WFM Real Time Management role at Concentrix pay?
Concentrix does not publish a salary on this Analyst, WFM Real Time Management listing, so OnJob shows no figure for it rather than an estimate. For what this role pays across the market, the OnJob salary guides aggregate the live listings that do disclose pay.
Where is the Analyst, WFM Real Time Management role at Concentrix based?
Concentrix lists this Analyst, WFM Real Time Management role in IND Bangalore - Embassy Manyata Business Park 4th Floor Block F2, India, advertised as full time work at that location. Larger employers sometimes cover several sites under one city name, so confirm the exact office with Concentrix before you apply.
Is the Analyst, WFM Real Time Management role at Concentrix still open?
The Analyst, WFM Real Time Management posting at Concentrix was open at OnJob's last check of the employer's careers page, having been published on 24 August 2026. OnJob re-checks source listings on each build and marks a role closed once it disappears, but listings can close without notice, so the employer's own page is the final word.
How do you apply for the Analyst, WFM Real Time Management role at Concentrix?
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