Job Title Professional I - WFM Planning and Scheduling 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 deliver and continuously review excellent customer service capacity plans inhouse and outsourced for a set of countries from a demand as well as a supply perspective to secure a consistent service delivery and great customer and co-worker experience Deliver optimum performance Forecast workload demand as well as supply by type of activity related to different time horizons and countries to allow for data-driven resourcing decisions Develop suggestions and actively support selected country Scheduling Intraday Managers to improve quality and efficiency of forecasting scheduling and intraday management Secure data availability and validate quality as continuous input for the forecast process and signal and resolve irregularities to the responsible suppliers owners to ensure accurate forecasting Conduct advanced data exploration and analysis using modern data mining techniques including machine learning and visualisation tools to build capacity plans based on forecast Ensure collaboration with relevant stakeholders to secure that the forecast is fed into the Remote Customer Meeting Point RCMP budget model and the capacity model Coordinate and facilitate a structured decision-making process around forecast versions by collaborating with relevant stakeholders to ensure an optimal outcome Conduct impact assessment of specific workload drivers e g campaigns product launches and Post Implementation Review to advise on resourcing decisions and provide input to budgets Ensure close collaboration and integration with the outsource Remote Partner Manager to secure business continuity Investigate and assess the value add of additional datapoints from various sources internal external countries to improve forecast accuracy Identify opportunities for process improvement within Scheduling Intraday in cooperation with countries to strengthen local performance Ensure capacity plans are shared and communicated in a clear way across RCMP both group and country to secure dimension perspectives are considered in decision-making processes for key activities e g recruitment training vacation schedules etc Key Skills and knowledge Excellent written and verbal communication Formal qualifications in Economics Business Administration or equivalent Minimum 3 years of experience as a Forecasting expert Capacity manager Workforce management manager Partner manager or similar Minimum 3 years of experience working within a large scale omnichannel Customer Service including front and back-office operations as well as inhouse and outsourced multi-sites Robust knowledge of workforce management covering demands projection capacity scheduling and intraday in relation to complex sourcing models Strong knowledge of forecasting models sourcing models routing strategy skill matrix capacity management models Broad knowledge of demand drivers connected to sales and customer care in multinational environments Broad knowledge of the contact centre industry and in particular globally steered workforce management organisations Fair understanding of Remote Customer Meeting Point RCMP as an integrated part of the business Very strong analytical skills and ability to use those to challenge ways of working Ability to build trustful and strong relationships with country colleagues in a wide range of markets combined with a service minded approach Ability to complete tasks accomplish goals and achieve results Good organisational skills with the ability to understand importance of consistency and routines Ability to balance independent work and own initiatives with openness and transparency in a sharing culture Ability to express ideas and opinions effectively in verbal and written communication Must have experience in Planning Forecasting Stakeholder management Educational Qualification 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 Location IND Gurgaon B14-18 Flr Work-at-Home Language Requirements Time Type Full timeIf you are a California resident by submitting your information you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents

📌 Professional I - Wfm Planning And Scheduling (Haryana)
🏢 Concentrix
📍 Haryana