Job Title:
Sr. Analyst, WFM Planning & Scheduling
Job Description
Role: Sr. Analyst, WFM Planning & Scheduling
Location: Gurugram
Years of Experience: 1+ years

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:
- 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.
- Work on the overall capacity planning for hc
- Would need to continuously monitor the performance against the plans and refine and redefine assumptions as and when required.
- Modeling FTE requirements 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
- Assumption management
- Own HC reconciliation with partner WFM teams.

Desired Skills:
- Overall 1-2+ years in a planning role for a contact Center.
- 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 business acumen
- Should be a good communicator and a collaborator.
- Strong Communicator and decision maker
- Experience on NICE WFM will be an added advantage.
- Robust attention to detail and sense of professionalism and ability to develop relationships.

Educational Qualification – Graduation

Disclaimer:- Neithe

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