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 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 current 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