A NEW CAREER POWERED BY YOUAre you looking for a career change with a forward-thinking global organization that nurtures a true people-first, inclusive culture and a genuine sense of belonging? Would you like to join a Fortune 500 company that earns “World’s Best Workplaces,” “Best Company Culture,” and “Best Companies for Career Growth” awards every year? Then a WFM Real Time Management Analyst position at Concentrix is the right place for youAs a WFM Real Time Management Analyst, you’ll join an organically diverse team from around the globe where all members contribute to and support each other’s success and wellbeing, proudly united as “game-changers.” Together, we serve as the intelligent transformation partner for the world’s best-known brands, delivering exceptional customer experiences with tech-powered innovation.
CAREER GROWTH AND PERSONAL DEVELOPMENTThis is a great opportunity to reimagine an all-new career journey and develop “friends for life” at the same time. We’ll give you all the training, technologies, and ongoing support you’ll need to succeed. Plus, at Concentrix, there’s real career (and personal) growth potential. In fact, about 80% of our managers and leaders have been promoted from within That’s why

we offer
a range of no-cost learning and leadership development programs designed to set you on your way to the kind of career you’ve always envisioned.
WHAT YOU WILL DO IN THIS ROLEAs a WFM Real Time Management Analyst, you’ll:Monitor real-time adherence using tools available, IEX, CMS, Verint, Aspect RTA, etc.
Act as the real-time monitor for the Operations team by providing direction, guidelines, and performance updates to hit service-level goals.
Appropriately respond to Service Level variations by working with Operations to match staff to demand and/or reallocate volumes.




Prepare, report, and analyze trends such as Volume, AHT, ASA, Occupancy, Utilization, and Shrinkages to understand and plan for potential.
Optimize the use of tools/technology & improve the efficiency and effectiveness of the organization.
Highlight data abnormalities that one may spot in the dataset beforehand.
Accurate adherence and compliance tracking to enhance utilization.
Optimization based on trends to improve intra-day performance.
Interact with Client Command Centers, Work Force Management Groups, Technology & Network Services Teams.
Analyze staffing at the postmortem and intraday levels to drive decision-making.
Work closely with other WFM teams to drive delivery results.
YOUR QUALIFICATIONSYour skills, integrity, and genuine compassion will deliver value and success with every customer interaction. Other qualifications for our WFM Real Time Management Analyst role include:A minimum of one year working in a contact center environment, RequiredPrevious Work Force Management experience in a contact center environment, PreferredIntermediate proficiency in MS Office, particularly Excel, RequiredMust be open to schedule flexibility to respond to business needs as needed, RequiredCandidates must currently reside within a 20-mile radius of the Concentrix site in Mississauga, ON, for immediate consideration, RequiredMust have excellent time management skills,



with the ability to work with minimal supervision and under tight timelinesMust have exceptional attention to detail, which includes the ability to handle high-pressure situations, identify and correct any errors or discrepancies, and share feedback with Leadership team.
Ability to foster a sense of professionalism and relationship building for self, team and various levels of Senior Leadership.
Must be 18 Years of age or older with a completed High School Diploma or GEDWHAT’S IN IT FOR YOUOne of our company’s Culture Beliefs says, “We champion our people.” That’s why we invest in our game-changers, our infrastructure, and our capabilities to ensure long-term success for both our teams and our clients. And we’ll invest in YOU to aid in your career path and in your personal development. In this role, you’ll also be provided with:The base salary range for this position is $60,000.00
- $65,000.00 CAD annually, plus incentives that align with individual and company performance. Actual salaries will vary based on work location, qualifications, skills, education, experience, and competencies. Perks available to eligible employees in this role include medical, dental, and vision insurance, a comprehensive employee assistance program (EAP), a registered retirement savings plan, paid time off, and holidays.
Paid training and lucrative employee referral program.
DailyPay enrollment option to access pay "early," when you want it.
Health and wellness programs with trained partners to help promote a healthy youMentorship programs that support your rewarding career journeyA modern, state-of-the-art office setting with advanced technologies and a great team.
Programs and events that support inclusion and belonging, as well as global citizenship, sustainability, and community support.
Com

📌 WFM Real Time Management Analyst (Canada)
🏢 Concentrix
📍 Canada