Job Title:
Sr. Analyst, WFM Planning
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.
Key Responsibilities
Planning & Scheduling
Manpower Planning, Scheduling, Transitioning current 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 an

📌 Sr. Analyst, WFM Planning (Gurugram)
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📍 Gurugram