Analyst, WFM Real Time Management

Overview

Concentrix Albania is looking for an Analyst for Workforce Management (Real Time Management). The role focuses on supporting day-to-day WFM operations and ensuring smooth real-time performance across inbound and outbound contact center activity.

What you will do

• Handle first- and second-level troubleshooting support for global inbound and outbound systems, including call routing issues.
• Join rapid response meetings to reduce downtime and keep senior leadership informed with timely updates.
• Track business performance against online adherence, service level, FTE, and ASA targets.
• Identify system problems early and escalate issues involving switches, ACDs, routing tools, and production-impacting outages, while coordinating client communication when needed.
• Log incidents in the service management platform and keep affected stakeholders updated.
• Balance call volumes and labor deployment for inbound and outbound operations while working toward organizational and client objectives.
• Monitor contact centers using internal and external tools to ensure queue settings, overflow rules, media events, transcription campaigns, and allocation settings are properly managed.
• Oversee toll-free call routing plans through carrier-based routing platforms.
• Suggest and apply queue, DNIS priority, and holdout changes using network carrier platforms and switch systems to support performance goals.
• Study real-time data quickly to support call allocation, demand reforecasting, and staffing adjustments.
• Share recommendations with Operations to improve labor efficiency and core KPIs.
• Handle tickets assigned to the WFM team that require immediate support for stakeholders.
• Support agent skilling, workgroup and queue membership, and multi-skill routing structures such as forecast groups, staff groups, and intent routing.
• Prepare queue performance reports and track actions taken.
• Manage interval productivity reporting and provide ROCC offshore helpdesk support.
• Process VTO, PTO, OT, and non-productive time requests in real time.
• Continuously monitor service levels across all queues and sites on a 24/7/365 basis.

What we are looking for

• Proven experience handling large, complex operations in a real-time environment.
• Background working in multi-site and multi-vendor setups.
• Strong communication skills and sound judgment in decision-making.
• Good commercial awareness and business understanding.
• Proactive, collaborative, and self-driven approach.
• Strong analytical thinking and problem-solving skills.
• Ability to turn complex operations into clear, repeatable processes.
• Practical knowledge of telephony and workforce management tools, ideally IEX, with exposure to CMS, Avaya, Genesys, Cisco, Aspect, or Verint environments.
• High attention to detail, professional conduct, and the ability to build effective working relationships.
• Open to graduates from any discipline.

Additional information

This position is focused on real-time workforce management support and requires ongoing monitoring of service levels across all queues and sites. The work includes coordination with multiple stakeholders and rapid issue escalation when operational risks arise.