Job Title:
Sr. Analyst, WFM Planning
Job Description
ROLE :Sr. Analyst, WFM Planning
DESIGNATION : Sr. Analyst, WFM Planning
LOCATION : Bangalore, India
YEARS OF EXPERIENCE :5 + 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 optimized headcount and hiring plans s Mailchimp business by managing trade-offs between Customer Experience/Service Levels, Employee Experience, and Cost Effectiveness.
• Mitigate capacity risks by managing dependencies across multiple business units and supply models.
• Clearly communicate dependencies and manage/track exceptions.
• Partner with internal technology teams on new initiatives, including launch of new internal planning tools.
• Participate in new projects and initiatives such as recent product, skill, and contact channel rollouts on a global basis.
• Coordinate with Service Delivery, Partner Management, Talent Acquisition and Finance teams to analyze historical data and forecast demand.
• Manage the analyses of daily, weekly, and monthly reporting of contact center performance via Key Performance Indicators.
• Support Service Delivery & Operational teams to optimize staffing requirements.
• Lead global process standardization initiatives
• Fully leverage existing and new technology and decision support tools, including global standardization of reporting for stakeholders.
Qualifications
• 5+ years of direct experience in Capacity Planning or Labor Modeling
• 3+ years in program/project management
• Experience utilizing Excel and SQL
• Experience translating capacity plans and key performance indicators as well as recommendations to senior leaders
• Excellent Storytelling skills to clearly articulate the From and-To-and business impacts
•
📌 Sr. Analyst, WFM Planning (Bengaluru)
🏢 CNX
📍 Bengaluru