Analyst, WFM Scheduling

Job Title:

Job Description

Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.

Role and Key Responsibilities:

. Create Capacity Plans for Enterprise and co-create with partners for their sites

. Convert demand volume into production hours requirements Analyse historical data and volume projections.

. Create and maintain the staffing plans to help establish the partner locked headcount/hours.

. Recommend staff requirements to the WFM team for effective resource utilization and SLA adherence.

. Capacity Planning including vertical landscape, headcount or production hour requirements, required languages, etc.

. Accurately predicts headcount or production hours required, handle time and staff shrinkage by work type.

. Identify gaps in coverage, and propose new shifts or realignment along with hiring plans.

. Continuously monitor the performance against the plans and refine and redefine assumptions as and when required

. Modeling FTE requirement for long term and Short-term including capacity recommendations to close gaps and optimize resources

. Prepare communication plan to explain changes and impact on work drivers and staffing models.

. Undertake ad hoc analysis to identify root causes for production hour variances.

. Run what-if scenarios for operations or other support groups as requested.

. Conduct Stakeholder review meetings with the Stakeholders for Sign-off of Short-Term Capacity Plan

. Maintain Historical Data and trends

. Review DOW and Intraday Patterns

. AHT profiling

. Assumption Management

. Own HC reconciliation with partner WFM teams.

. Work with Partner/Client workforce management team and operations to create, update and maintain staffing and budget planning models.

. Co-ordinate with SOP/Demand planning team to understand market need

. Plan capacity based on projection/order/demand planning information

Key skills & Knowledge:

. Experience in managing multi-site and multi-vendor environment

. Strong process and mathematical orientation

. Experience of data modelling, simulations and scenario planning

. Experience of stakeholder management and aptitude of planning risk identifications

. Analytical and good understanding of Contact Centre metrics

. Strong business acumen

. Should be a good communicator and a collaborator

. Strong Communicator and decision maker

. Hands on Experience on Anaplan will be an added advantage.

. Strong attention to detail and sense of professionalism and ability to develop relationships

Education Qualification:- Graduation

Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for recruitment, processing or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities.

Location:

Language Requirements:

Time Type: