Workforce Management Analyst

We Are Hiring: Real-Time Analyst (RTA) – Workforce Management

Italy (On-site / Hybrid depending on location) Concentrix Italy Salary: €20,000 – €25,000 + Bonus 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 English level B1 / B2 Experience in attendance tracking and reporting Strong analytical and problem-solving mindset Ability to adapt quickly in a fast-changing environment Excellent communication skills (written & verbal) 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.