Associate, Planning & Scheduling

Workforce Management (WFM)

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:

• Graduate with Overall experience 1-3 years in a planning /Scheduling role.
• 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 Communicator and decision maker
• Strong attention to detail and sense of professionalism and ability to develop relationships.
• Create Capacity Plans for Enterprise and co-create with partners for their sites.
• Prepare, monitor, and generate appropriate mathematical models and leverage WFM Tools to generate staffing requirements.
• Oversee the overall Capacity planning for HC.
• Continuously monitor the performance against the plans and refine and redefine assumptions as and when required.
• Modelling FTE requirement for long term and Short-term including capacity recommendations to close gaps and optimize resources.
• 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
• Own HC reconciliation with partner WFM teams
• Assumption Management

Key skills & knowledge:

• Team player with willingness to learn and drive to achieve.
• Advanced proficiency in MS Excel
• Skill to automate reports - preferred.
• Ability to handle pressure situations.
• Ability to spot, correct and highlight errors.
• Ability to simplify complex operations into repeatable processes.
• Ready to work in dynamic 24*7.

Educational Qualification :

Graduation

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.'

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