Job Title:
Sr. Analyst, WFM Forecasting
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:
• Utilize Workforce Management tools to forecast call volume, AHT, and shrinkage to create staffing requirements. Develop and maintain a comprehensive forecasting model,
• Collaborate with tactical Workforce teams
• Determine yearly, monthly, daily and intraday staffing requirements by gathering data on contact center statistics, marketing campaigns, system events, etc.
• Coordinate and facilitate collaboration with Operations leadership, Marketing, Human Resources, Finance, IT, other outsourced partners to capture forecast and staff impacting activities
• Manage forecast results by providing feedback, input and reporting to business partners to develop more scientific and accurate forecasting methodology
• Align call demand with agent supply to achieve key performance objectives (service level, utilization, budgeting, etc.)
• Provide long-term forecasts to Operations leaders and product owners in support of future strategic initiatives
• Conduct workforce simulations to provide advice regarding the impact of business strategies within contact centers
• Provide medium- and short-term forecast to account for changes in campaigns or volume disruptors
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 Erlang C tool is required.
• Comfortable in a quick-paced environment.
• Ability to make decisions in time sensitive ambiguous situations.
• Expertise in capacity planning models is mandatory.
• Knowledge of C
📌 Sr. Analyst, WFM Forecasting (Gurugram)
🏢 CNX
📍 Gurugram