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Added 8 mins ago
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Sr Procurement Project Specialist
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CNX

WFM Real Time Management Analyst (Onsite)

Mississauga, ON, Canada

$60,000 to $65,000 CAD / year · Full-time

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Job details

Pay: $60,000 to $65,000 CAD / year
Job type: Full-time
Apply by: Nov 14, 2026
Posting language: English
Posted: Nov 6, 2026

Original job description

Job Title:

WFM Real Time Management Analyst (Onsite)

Job Description

Join a world-class team in Mississauga, as a WFM Real Time Management Analyst! The WFM Real Time Management Analyst is responsible for managing the intraday performance of one program or line of business within a Call Center environment. This position will utilize monitoring systems to ensure appropriate staffing levels and agent availability to meet client expectations and Concentrix scheduling standards. (Military veterans are encouraged to apply.)

A NEW CAREER POWERED BY YOU

Are 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 you!

As 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 DEVELOPMENT

This 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 ROLE

As 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 QUALIFICATIONS

Your 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, Required
Previous Work Force Management experience in a contact center environment, Preferred
Intermediate proficiency in MS Office, particularly Excel, Required
Must be open to schedule flexibility to respond to business needs as needed, Required
Candidates must currently reside within a 20-mile radius of the Concentrix site in Mississauga, ON, for immediate consideration, Required
Must have excellent time management skills, with the ability to work with minimal supervision and under tight timelines
Must 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 GED

WHAT’S IN IT FOR YOU

One 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. Benefits 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 you

Mentorship programs that support your rewarding career journey

A 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.

Company networking opportunities with organized groups in the following topics: Network of Women, Black Professionals, LGBTQ+ Pride, Ability (disabilities), Dynamic (neurodiversity), Women in Tech, OneEarth Champions, Wise Owls (experienced), and more.

REIMAGINE THE BEST VERSION OF YOU!

If all this feels like the perfect next step in your career journey, we want to hear from you. Apply today and discover why half a million game-changers around the globe call Concentrix their “employer of choice.”

JOB AVAILABILITY

This position is for an existing, immediate vacancy. We are currently seeking to fill this role with an individual who can start as soon as possible. The deadline to apply for this position is: November 13, 2026.

Location:

CAN Mississauga - 6725 Airport RD

Language Requirements:

Time Type:

Full time

Physical and Mental Requirements:

The employee is regularly required to operate a computer, keyboard, telephone/headset, and/or other office equipment as essential functions of this position. Work is generally sedentary in nature.

Equal Opportunity Statement:

Concentrix is committed to equal employment opportunity and does not discriminate on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity or expression, age, marital or family status, disability, or any other category protected by provincial human rights legislation.

Reasonable Accommodation Statement:

Concentrix welcomes and encourages applications from candidates with disabilities and is committed to providing an inclusive recruitment process. If you require reasonable accommodation to participate in any stage of the application or interview process, please let us know. Requests may be made by contacting app.acco@concentrix.com. All information will be treated confidentially and used solely to facilitate your participation in the recruitment process.

Artificial Intelligence (AI):

As part of our recruitment process, we may use artificial intelligence (AI) tools to assist in the screening and/or assessment of job applicants. These tools could be used to evaluate resumes, applications, and other materials submitted to help us identify the best candidates for the role.

Work Authorization:

Only qualified applicants who are legally authorized to work in Canada will be considered.

For further information on available work provinces and Equal Employment Opportunity as an applicant, please click HERE

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More about this job

Responsibilities

Monitor real-time adherence, staffing, and agent availability, and coordinate with Operations to respond to service-level changes and match staffing to demand. Analyze intraday and postmortem performance trends, report findings, identify data abnormalities, and collaborate with WFM, client command centers, and technology teams to improve delivery.

Requirements

Applicants need at least one year of contact center experience, intermediate Microsoft Office skills - particularly Excel - and a high school diploma or GED; prior workforce management experience is preferred. Candidates must live within 20 miles of the Mississauga site, be flexible with schedules, and demonstrate strong time management, attention to detail, and the ability to work with minimal supervision under pressure.

Skills

Real-Time Workforce Management
Intraday Performance Monitoring
Schedule Adherence
Staffing Optimization
Service-Level Management
Contact Center Operations
Trend Analysis
Data Analysis
Microsoft Excel
Microsoft Office
Time Management
Attention to Detail
Communication
Relationship Building
Problem Solving
Working Under Pressure

Benefits

Medical Insurance
Dental Insurance
Vision Insurance
Employee Assistance Program
Paid Time Off
Paid Holidays
Paid Training
Employee Referral Program
Early Pay Access
Health and Wellness Programs
Mentorship Programs

Visa sponsorship

Not detected in the job text

Keywords

Workforce Management
Real-Time Management
Contact Center
Intraday Performance
Real-Time Adherence
IEX
CMS
Verint
Aspect RTA
Microsoft Office
Microsoft Excel
Service Levels
Staffing
Agent Availability
Volume
Average Handle Time
Average Speed of Answer
Occupancy
Utilization
Shrinkage
Adherence Tracking
Trend Analysis
Data Abnormalities
Operations
Client Command Centers
Technology and Network Services
Postmortem Analysis
Schedule Flexibility

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