Job Title:
Analyst, 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.

Role and Key Responsibilities:

• Create Capacity Plans for Enterprise and co-create with partners for their sites
• Convert demand volume into production hours requirements; Analyse historical data and volume projections.
• Create and maintain the staffing plans to help establish the partner locked headcount/hours.
• Recommend staff requirements to the WFM team for effective resource utilization and SLA adherence.
• Capacity Planning including vertical landscape, headcount or production hour requirements, required languages, etc.
• Accurately predicts headcount or production hours required, handle time and staff shrinkage by work type.
• Identify gaps in coverage, and propose recent shifts or realignment along with hiring plans.




• Continuously monitor the performance against the plans and refine and redefine assumptions as and when required
• Modeling FTE requirement for long term and Short-term including capacity recommendations to close gaps and optimize resources
• Prepare communication plan to explain changes and impact on work drivers and staffing models.
• Undertake ad hoc analysis to identify root causes for production hour variances.
• Run “what-if” scenarios for operations or other support groups as requested.
• 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.
• Work with Partner/Client workforce management team and operations to create, update and maintain staffing and budget planning models.
• Co-ordinate

📌 Analyst, WFM Scheduling (Hyderabad)
🏢 CNX
📍 Hyderabad