Sr. Analyst, WFM Planning

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.

Key Responsibilities

Planning & Scheduling

Manpower Planning, Scheduling, Transitioning new logos

Understanding of Workload and HC calculations

Manage long-term staff planning and lead the monthly staff planning.

Maintain constant communication with Business to ensure that the desired staffing adjustments and cost-effective output are delivered.

Manpower Planning, Scheduling, Transitioning new logos

Determine and execute work schedules, diagnose problems, and recommend optimization to be cost effective.

Generate short and long-term staffing models and provide recommendations based on robust and effective analysis.

Prepare and publish WBRs, MBRs, QBRs

Prepare PPTs and presentations

Run scenarios and simulations basis requirement

Complete understanding of overall operational activities including phone, email, chat, community, and social media support.

Perform trend analysis considering all relevant WFM metrics impacting the revenue on a weekly and monthly basis

Data collection from various data sources to be utilized in performing all key responsibilities and ad-hoc requests from the business

Desired Skills

Effective communication skills.

Advanced knowledge of MS products, particularly Excel and PowerPoint, VBA, Macros and PowerBI will be an added advantage.

Extensive experience with WFM software.

Exposure to NICE IEX WFM tool is required.

Comfortable in a fast-paced environment.

Ability to make decisions in time sensitive ambiguous situations.

Expertise in capacity planning models is mandatory.

Knowledge of Contact Centre methodologies and operational principles

Education : Graduate

Disclaimer:-

'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.'