Analyst, WFM Real Time Management

Job Title: Analyst, WFM Real Time Management Job Description Concentrix Albania is recruiting an Analyst WFM - Real Time Management This position is for WFM as service and the role we are hiring for will be managing performing the WFM activities **Key Responsibility :** - Provide troubleshooting support for all Tier one and Tier two escalations and coordination for all global inbound and outbound systems and call routing issues. - Participate in Rapid Response calls to minimize system downtime and provide regular updates to senior management. - Manage business based on-Line Adherence, Service Level, FTE and ASA - Recognize and initiate escalation for all system difficulties, including switch and ACD systems, routing systems, and Tier One production impacting tool outages inclusive of client communication. - Document all incidents using the service management suite and notify impacted stakeholders. - Manage call volume and labor resources for inbound/outbound call centers, while maintaining and exceeding Organization’s and client goals and expectations. - Monitor designated call centers through various internal and external platforms, instituting timely and efficient communication to verify allocation settings, queue settings, overflow targets, media events, and transcription campaigns. - Monitor toll free call routing plans using a variety of routing platforms provided by various carriers. - Recommend and implement queue, DNIS priority and holdout adjustments through the various network carrier platforms and switch packages ensuring to achieve established goals. - Analyze and monitor statistical information in a timely manner to achieve proper call allocation goals, reforecasting demand and staffing. - Recommend strategies to Operations for improved labor utilization and key performance indicators - Review and work TTs assigned to the WFM team that require real-time assistance to different stakeholders - Agent skilling (workgroup or queue membership concepts), multi-skill routing sets (the concept of Forecast groups, staff groups, and intent routing) - Queue Performance Reporting and Actions Taken - Interval Productivity reporting and ROCC(offshore) Helpdesk - Review and process VTO/PTO/OT/Non-Prod time requests in real-time - Intraday real time monitoring of service levels for all queues at all sites 24/7/365 . **Desired Skills :** - Experience in managing large scale complex operations in Real Time - Experience in managing 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 preferably IEX (CMS Avaya/Genesys/Cisco/Aspect/Verint) - High attention to detail and sense of professionalism and ability to develop relationships - Any Graduate Location: ALB Tirana - Rruga Dervish Hima, Stadiumi Air Albania Language Requirements: Time Type: Full time2026-06-26 Burimi: https://cnx.wd1.myworkdayjobs.com/external_global/job/Analyst--WFM-Real-Time-Management_R1738075

Niveli: senior