About Concentrix
Concentrix is a global leader in technology-enabled business services, customer engagement, and operational excellence. With a presence in multiple countries and support functions spanning workforce management, analytics, and process optimization, Concentrix collaborates with top brands to enhance customer satisfaction and operational performance. The Real Time Management function within Concentrix focuses on monitoring, optimizing, and ensuring performance adherence within workforce operations.
Role Overview – Analyst (Real Time Management)
- Position: Analyst – Real Time Management
- Company: Concentrix
- Location: Noida, Uttar Pradesh, India
- Experience Level: Freshers / Early Career
- Qualification: Graduate in any discipline (Bachelor’s degree preferred)
- Employment Type: Full-time
- Domain: Workforce Management / Real-Time Operations / Analytics
The Analyst – Real Time Management role is designed for candidates who enjoy applying real-time data monitoring, performance tracking, and operational coordination to support workforce optimization across contact center functions and business operations.
Purpose of the Analyst – Real Time Management Role
The primary purpose of this role is to monitor live operational metrics, ensure adherence to planned schedules, and drive performance outcomes for workforces that support customer service, sales, or business processes. Real time analysts work closely with workforce management (WFM) teams and operations to ensure that service levels, occupancy, and productivity targets are met consistently throughout shifts. This role combines data interpretation, quick decision-making, and collaborative communication to deliver high-quality real-time support.
Key Responsibilities
As an Analyst – Real Time Management, your responsibilities typically include:
- Real-time monitoring of service levels, performance metrics, and queue health across teams and sites
- Tracking agent adherence to schedules and performance standards
- Communicating real-time insights and updates to both WFM and operations teams
- Adjusting forecasts and capacity plans based on live data changes
- Preparing and sending performance reports related to shrinkage, occupancy, and utilization metrics
- Supporting route or routing profile changes in platform systems
- Resolving or escalating operational issues that arise during live operations
- Preparing ad-hoc analytical reports and insights for management review
- Collaborating with cross-functional partners to improve real-time operations and service delivery
These responsibilities help ensure that the workforce operates efficiently, performance targets are sustained, and operational teams have timely insights for action.
Technical Skills Required
To perform effectively in this role, candidates should ideally possess:
- Proficiency in MS Excel for data tracking and reporting
- Familiarity with workforce analytics and real-time monitoring tools (such as RTA, IEX, or similar platforms)
- Basic understanding of service level metrics, shrinkage, and occupancy definitions
- Comfort working with data dashboards and performance indicators
- Ability to interpret live operational data and make practical recommendations
Knowledge of contact center systems, reporting software, and workforce planning tools will strengthen your fit for the role.
Professional & Soft Skills
In addition to technical competencies, strong analysts commonly demonstrate:
- Clear communication and stakeholder coordination
- Ability to adapt quickly in fast-paced operational environments
- Analytical thinking and structured problem-solving
- Collaboration across WFM, operations, and performance teams
- Time management in handling live operations and reporting tasks
- Attention to detail when interpreting live metrics and dashboards
These skills help analysts effectively support live workforce processes and engage with operational decisions.
Daily Work Experience
A typical day for a Real Time Management Analyst includes:
- Monitoring live operational dashboards and KPIs
- Communicating real-time status updates to WFM and operations
- Reviewing agent adherence to schedules
- Managing performance data feeds and generating reports
- Identifying and acting on queue or staffing issues
- Supporting operational adjustments based on trend analysis
- Preparing end-of-shift performance summaries
This daily engagement builds both analytical depth and operational expertise.
Who Should Apply
This role is suitable for:
- Fresh graduates interested in data, operations, or performance management
- Early-career professionals who enjoy problem-solving under pressure
- Candidates with a knack for real-time decision-making and analytics
- Individuals willing to work collaboratively in coordination environments
A background in analytics, operations, or workforce management is beneficial.
Work Culture & Environment
Concentrix promotes an inclusive and collaborative culture that emphasizes performance excellence, continuous learning, and cross-functional teamwork. Analysts work with global stakeholders, gain exposure to enterprise systems, and contribute directly to performance outcomes.
Learning & Skill Development
In this role, analysts typically gain exposure to:
- Service level and performance KPI frameworks
- Workforce analytics and real-time monitoring tools
- Reporting and performance management practices
- Cross-functional communication dynamics
- Practical problem-solving in live operational contexts
This experience builds a foundation for careers in workforce management, operations, and analytics.
Career Growth & Progression
With demonstrated performance and expertise, analysts can progress into roles such as:
- Senior Real Time Analyst
- Workforce Management Specialist
- Operations Coordinator or Manager
- Performance Analyst or Reporting Lead
- Consultant in Workforce Strategy or Analytics
Career advancement depends on analytical impact, quality of insights, and operational leadership.
Why This Role Matters
- Provides real-world exposure to live performance monitoring
- Builds analytical and decision-making skills in operations
- Enhances understanding of workforce management systems
- Offers a stepping stone into analytics and workforce optimization careers
Apply Link
Prepare your resume with data reporting, analytics coursework, and performance insight experience to strengthen your application.
Final Career Insight
The Concentrix Analyst – Real Time Management role in Noida, India is an excellent opportunity for freshers and early-career professionals interested in operations analytics, performance tracking, and workforce insights. With hands-on exposure to live monitoring, real-time decision-making, and cross-team collaboration, this position builds a solid foundation for future growth in analytics, operations, and workforce strategy.
