Use real-time monitoring and Excel analysis as a WFM Real Time Management Analyst at Concentrix in Mississauga, Ontario. Support service-level performance daily.

As a WFM Real Time Management Analyst, you will monitor contact center adherence and guide Operations toward service-level goals. You will analyze staffing, demand, trends, and data abnormalities while collaborating with WFM teams, Client Command Centers, Technology, and Network Services. Previous contact center WFM experience is preferred.

Key Responsibilities:

- Monitor real-time adherence using IEX, CMS, Verint, and Aspect RTA
- Provide Operations direction, guidelines, and performance updates
- Match staffing to demand and reallocate volumes appropriately
- Analyze volume, AHT, ASA, occupancy, utilization,



and shrinkage trends
- Track adherence and optimize intraday performance through trend analysis

Requirements:

- Minimum one year of contact center experience
- Previous contact center workforce management experience preferred
- Intermediate Microsoft Office proficiency, particularly Excel
- Schedule flexibility and ability to respond to business needs
- Residence within 20 miles of Concentrix Mississauga site

Bring contact center experience, exact Excel analysis, and real-time workforce management skills to Concentrix service-level decisions.

📌 WFM Real Time Analyst Mississauga
🏢 Concentrix
📍 Mississauga