Viettel Digital Service 3.8 ★

About Concentrix

Concentrix, a wholly owned subsidiary of SYNNEX Corporation (NYSE: SNX), is a leading business services company. We focus on customer engagement and improving business outcomes for over 450 global clients across six continents. Our 100,000+ staff deliver technology-infused, omni-channel customer experience management, marketing optimization, digital, consulting, analytics, and back-office solutions in 40+ languages from 125+ delivery centers. We serve automotive; banking and financial services; insurance; healthcare; technology; consumer electronics; media and communications; retail and ecommerce; travel and transportation; and energy and public sector clients. Visit www.concentrix.com to learn more.

ROLE: Workforce Management Analyst (Data Report)

LOCATION: District 12, QTSC1

Key Responsibilities:

• Data Analyst will act as a liaison between the Centralized and Site WFM teams.
• Initiates and manages all WFM communications between centralized,site teams, and leadership.
• Preparation of daily / Weekly / Monthly MIS reports & presentations / decks
• Preparing schedules using IEX for different queues across locations and mitigating gaps in schedules.
• Root cause analysis of SLA deviations, action plan development and resolution · Monitor real-time queue, schedule adherence & attendance.
• Key daily exception requests and update schedules
• Optimize breaks of the day or day before the actual schedule.
• Schedule ADHOC intra-day training requests and update schedules.
• Produce and analyze daily efficiency reports (representative availability, access level etc.
• Attend/lead centralized and/or site management meetings, as required
• Strong data source relationship understanding is desired. Database knowledge will be ideal.
• Cater to real time reporting adhoc requests as and when required.
• Monitor all agents/staff logged into dialer system to assure staff logged into appropriate campaign to each department group and to maximize utilization of agent productivity while logged into campaigns
• Ensure all work is performed in compliance with company policies as well as local, state and collection/sales laws and regulation

Desired Skills:

• At least 1 years’ experience in Data Analyst
• Strong experience in Excel, Power Querry, Python.
• Have sense to detect and regcognize non-compiance behavior.
• Ability to communicate and inspire employees.
• Have logic-mind