Descrizione:
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
.