Job Description

Job Title:

Analyst, WFM Real Time Management

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