Sr. Analyst WFM- Capacity Planning - Gurgaon
- Concentrix
- 2 - 6 years
- Noida, Gurugram
- 3 years ago
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Job Description
Roles and Responsibilities:
- Analyze staffing/volume trends and operational performance dashboards.
- Develop short, medium and long term staffing plans for assigned business in an accurate and timely manner.
- Collaborate with various business units, quality and training to schedule the necessary training, and associate coaching to ensure the company's commitment towards quality.
- Prepare financial forecasts based on inputs from various sources and historical trends.
- Create and maintain financial reports for business stakeholders.
- Review the current processes of scheduling and staffing and uncover the potential opportunities of improved efficiency.
- Consult with operations to develop staffing requirements by setting thresholds for overhead, time-off, overtime, and absences.
- Identify schedule/plan changes in relevant databases and escalate issues as appropriate.
- Prepare reports for hiring needs, training and staffing analysis for business reviews and stakeholders.
- Maintain various WFM tools and set ups e.g. IEX etc.
- Collaborate with other WFM departments like real time and scheduling to constantly review and improve the health of business and increase profitability.
Desired Candidate Profile
- Bachelor's degree in related field from a college or university with two to four years of relevant WFM/Scheduling experience.
- Strong oral and written communication skills.
- Highly Proficient in Microsoft Office tools.
- Strong attention to detail.
- Understanding of the financial impact of all decisions made within WFM.
- Solution driven and result oriented mindset.
- Highly Proficient in Microsoft Office tools.
- Ready to work in dynamic 24*7 environment handling international programs/clients.
- Demonstrated ability to multi-task, prioritize and meet timelines of deliverables.
- Self-starter, sense of urgency, and works well under pressure.
- Highly professional and able to develop strong business partnerships.
- Hands on experience on any one or more WFM tools like IEX/eWFM/Avaya/Genesys is essential.
Career Framework Role:
- Requires knowledge and experience in own discipline, still acquiring higher-level knowledge and skills.
- Analyzes possible solutions using standard procedures and principles.
- Builds knowledge of the organization, processes and customers.
- Solves a range of straightforward problems. Receives a moderate level of guidance and direction.
Qualification- Graduate / under graduate - any specialization
If interested apply on pr***********a@co*******x.com or can share reference as well.
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.'
Job Classification
Industry: BPO / Call CentreFunctional Area: Customer Success, Service & Operations,
Role Category: Customer Success, Service & Operations - Other
Role: Customer Success, Service & Operations - Other
Employement Type: Full time
Education
Under Graduation: Any GraduatePost Graduation: Any Postgraduate, MBA/PGDM in Any Specialization
Doctorate: Any Doctorate
Contact Details:
Company: ConcentrixAddress: DLF Building No. 14,17th floor, Tower D,DLF IT SEZ, ,DLF PHASE III,DLF Cyber City, GURGAON, Haryana, India
Location(s): Noida, Gurugram
Keyskills: capacity planning WFM Wfm Planning Genesys Reporting Assistant Manager Capacity Planning Avaya CMS Workforce Management wfm analyst Real Time Analysis eWFM scheduling WFM Lead IEX RTA scheduling analyst
Concentrix
We are a global digital services firm, helping the worlds best-known brands create pioneering experiences that accelerate outcomes for their customers, partners, and employees. We have spent the last two decades deepening connections by innovating moments that matter in people’s l...
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