Job Title:
Sr. Analyst, WFM Forecasting
Job Description
Designation: Analyst - Sr. Analyst, WFM Forecasting
Profile: Analyst - Sr. Analyst, WFM Forecasting
Location: Gurgaon
Years of Experience: 7-8 Years

About the Company

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 meet customer expectations.

Job Summary
We are seeking an experienced Workforce Management (WFM) professional with robust expertise in forecasting, capacity planning, scheduling, and advanced administration knowledge of Calabrio ONE. The ideal candidate should have hands-on experience in contact centre workforce planning, Calabrio configuration, reporting, and system administration activities while supporting operational efficiency and service level achievement.

Role and Key Responsibilities:

Forecasting, Planning & Calabrio Expertise




• Utilize advanced forecasting capabilities within Calabrio to prepare short-term, mid-term, and long-term contact volume forecasts.
• Analyze historical trends, seasonality, shrinkage patterns, and business drivers using Calabrio forecasting tools to ensure forecast accuracy.
• Perform capacity planning, workload analysis, and FTE calculations within Calabrio based on operational and business requirements.
• Create and maintain staffing models in Calabrio aligned with service level, occupancy, productivity, and utilization targets.
• Conduct interval-level forecasting, staffing, and planning analysis leveraging Calabrio scheduling and planning functionalities.

Calabrio Administration & System Management
• Manage and administer Calabrio WFM configurations and settings.
• Handle user access management, permissions, and role administration.
• Configure business units, teams, queues, activities, and scheduling rules.
• Perform maintenance of f

📌 Sr. Analyst, WFM Forecasting (Gurugram)
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📍 Gurugram