Job Title: Sr. Representative, WFM Real Time Management Job Description ***Selected game changers will have to Work from Office as per (B & M Model)*** Process Information : The person will be responsible for managing the WFM Services for the aligned accounts and team for various geographies and across all modalities/channels. Eligibility : Overall minimum experience of 2 years required Experience as an RTA/ WFM position Strong Communicator and decision maker Strong Excel skills Basic understanding of the financial impact with regards to system downtime; overtime; home early; utilization; percent answered, etc. Knowledge of IEX and Call Center Workforce applications- preferred. Fluency in English (B2 and above) is required. Willing to work on site from our office in Athens, Greece between 8am - 6pm Key Responsibilities : Monitor agent queues intra-day real-time and generate performance reports to identify performance trends and provide real time feedback to WFM team and VMs Partner with WFM on historical performance of SLA, utilization, AHT, and other WFM related metrics and provide insights on how to improve scores. Collect and analyze data at regular intervals for reporting, as well as track and update any organization changes both on the client and vendor side across all supported teams and departments. Oversee and assist in managing real time allocations of resources, prioritizing certain channels as necessary, and escalating requests for staffing changes when appropriate. Communicate trends, synopsis, insights and plan of actions for performance activities multiple times per day. Produce ad-hoc, daily, bi-weekly and monthly internal trend reports on a variety of topics including but not limited to Contact Volume, Average Handle Time, and production hour delivery, SLA performance, Unplanned/Planned Shrinkage hours, etc. Standardize data collection mechanism and automate reports where possible to remove inefficiencies. Monitor agents' adherence to schedule and prepare team roster in advance to ensure operational efficiency. Have a real time communication with the WFM team and operations when call outs or changes need to be done (Agent States, queue conditions, weather) Build and maintain strong relationships with key stakeholders from all sites to ensure shared objectives are met. Standardized data collection mechanism and automate reports where possible to remove inefficiencies. Design/Modify/Implement processes to increase RTA effectiveness Location: GRC Athens - Minwos 10-16 Language Requirements: Time Type: Full time Mission: Hi, we're Concentrix. We’re a global technology and services leader that powers the brands of the future. We help well-known brands — the ones you use every day — improve their businesses with technology and integrated solutions, in over 70 countries. Company Overview: We power the brands of the future. Some call us a global technology and services leader. But we’re so much more. Human-centered, tech-powered, intelligence fuelled. Every day we’re busy helping over 2000 of the world's best brands solve their toughest business challenges. Whether it’s…… designing game-changing brand experiences, building and scaling secure AI technologies, or building loyalty to drive revenue. We’ve got them covered. But how? We design, build, and run fully integrated, end-to-end solutions across the entire enterprise, at speed and scale. We’re the strategic thinkers who designbrand-defining experiences. The technologists & engineers who buildsmarter solutions. And the operational experts who run it all and make it work seamlessly. By integrating strategy & design with data & analytics, enterprise technology, and digital operations. You could say, at the heart of everything we do lies a commitment to transform the way companies connect, interact, and grow across the world and into the future. Experience the power of Concentrix. Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.

Sr. Representative, WFM Real Time Management.

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