Concentrix Careers 2024 | Associate

About Concentrix Careers 2024

We’re Concentrix. A global technology and services leader that powers the world’s best brands, today and into the future. We’re human-centered, tech-powered, intelligence-fueled. Every day we design, build, and run fully integrated, end-to-end solutions at speed and scale across the entire enterprise.

Concentrix Careers 2024 Details

Job Description For Concentrix Careers 2024

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.

Role & key Responsibilities 

• 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

Key Skills & Knowledge-

• Aspect/IEX WFM – and other Workforce Scheduling tools. (Admin, setup, use, updated, edits, reporting
• Good Communication Skills
• MS Office – Excel, PowerPoint, Word, Access, Outlook, etc.
• InContact/Oracle – ACD and other ACD platforms to support multi-channel Environment – (Voice/Chat/Email/SMS)
• Basic knowledge of the call center industry.
• Basic understanding of the financial impact of all decisions made within the Command Center (i.e.; system downtime; overtime; home early; utilization; percent answered; etc.).
• Knowledge of ACD and Call Center Workforce applications – preferred.
• Strong oral and written communication skills.
• Proficient in Microsoft Office.
• Ability to multi-task, prioritize and meet timelines of deliverables.
• Self-starter, sense of urgency and works well under pressure.
• High attention to detail, sense of professionalism and ability to develop relationships

Qualification: Graduation in any discipline

Concentrix Careers 2024 Application Process

• Eligible candidates are advised to open online Apply Link ( Link given bellow).
• This link will open on new tab on your browser
• Read carefully above job description and double click to apply online
• Fill all your academic qualification, skill experience and other mandatory details.
• Upload your resume.
• Check the details before submitting.
• If you are shortlisted, details will be shared through e-mail or phone call
• interview and Venue details also will be shared to shortlisted candidates through e-mail.
• Note : Apply the job before link Expires

DOUBLE CLICK TO APPLY ONLINE !

We wish you the best of luck in your Concentrix Careers 2024. May your talents shine, and may you find the perfect opportunity that not only meets your professional goals but also brings joy to your everyday work.