Workforce Management Analyst

Location: Rubiana

We Are Hiring:
Real-Time Analyst (RTA) – Workforce Management
Italy (On-site / Hybrid depending on location)
About the Role
At Concentrix, we are looking for a Real-Time Analyst (RTA) to join our Workforce Management team and play a key role in ensuring optimal operational performance in a fast‑paced customer service environment.
You will be responsible for real-time monitoring, staffing optimization, and adherence control, helping us achieve service level targets and deliver exceptional customer experiences.
This role requires flexibility across shifts and the ability to work in a time‑critical, dynamic environment.

Key Responsibilities

Monitor real‑time performance (RTA) to ensure Service Level targets are met
Track and manage attendance and adherence, escalating issues when needed
Prepare and update daily and monthly schedules
Communicate workforce updates and staffing changes to leadership
Analyze operational trends and identify improvements to efficiency and quality
Proactively address staffing gaps through real‑time decision making
Monitor and report KPIs (SLA, AHT, Occupancy, Adherence, etc.)
Produce reports and insights to support operational decisions
Support continuous improvement initiatives within WFM
Perform additional tasks as required by the Manager

What We're Looking For
Requirements

Previous experience in RTA / Workforce Management
Background in Customer Service / Contact Center environment
Strong Excel skills (advanced level required)
Familiarity with WFM and scheduling tools
Experience in attendance tracking and reporting
Strong analytical and problem‑solving mindset
Ability to adapt quickly in a fast‑changing environment
Availability to work from one of Concentrix sites in Italy

What We Offer

Competitive salary + performance bonus
International and dynamic work environment
Career growth opportunities in WFM & Operations
Exposure to multi‑client, fast‑paced BPO industry

Equal Opportunity Statement
Concentrix is an equal opportunity employer and is committed to creating a diverse and inclusive workplace.
We do not discriminate on the basis of race, color, religion, gender, sexual orientation, gender identity or expression, age, disability, or any other legally protected status.
We promote a culture of respect, inclusion, and equal opportunity for all.
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