Job Title:
Associate, WFM Scheduling
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.

About the process : The Work Force Management (WFM) involves effective operational planning & execution including Forecasting, Capacity Planning, Scheduling & Reporting. Creating and managing staff schedules to accomplish a particular task on a daily/hourly basis. The WFM function helps in decision making regarding revenue roadmap, focus on critical metrics and efficiency improvements for accounts/organization.

Role and Key responsibilities:
- Responsible to provide and complete regular scheduling responsibilities and provide schedule analysis and staff recommendations to meet service center goals.
- Co-ordinate with OPS on the leave planner, preferences, etc to prepare schedules efficiently.
- Share SL projections, Ideal Seat Utilization,



Max seats etc.
- Maintain and share root cause analysis in case of deviation of performance versus projections.
- Plan training and coaching sessions as per the calendar keeping SL in check
- Optimize breaks/offline activities while preparing schedules.

Desired Skills:
- Knowledge of Contact Centre methodologies and operational principles.
- Scheduling metrics/ methodology.
- Complete understanding of overall operational activities including phone, email, chat, community, and social media support.
- Effective communication skills.
- Advanced knowledge of MS products, particularly Excel and PowerPoint, VBA and Macros will be an added advantage.
- Proficiency with computers.
- Comfortable in a quick-paced environment.
- Ability to make decision in time sensitive ambiguous situations.

Educational Qualification : Graduate

Disclaimer:- 'Neither Concentrix nor any authorized 3rd party wh

📌 Associate, WFM Scheduling (Gurugram)
🏢 Concentrix
📍 Gurugram