Job Title:
Analyst, Planning & 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.
Key Responsibilities:- Skill-Based Scheduling for in-house agents
- Defines agents according to skills and proficiencies
- Agent Access & Allows agents to view schedules and acknowledge changes
- Captures, categorizes and measures all “non-working time”, e.g. vacation, meetings, breaks training. & Schedule Inefficiency
- Compares over/under staffing with total staffing hours. Measures the effectiveness and quality of scheduling.
- Review the projected performance for the sites on a near term basis. i.e. weekly/ fortnightly.
- Support schedule planning 30days to 2 years in advance
- Build, review and plan requirements based on forecasting information for production headcount by day by interval for the supported time frame (requirements base don KPI such as in and out of office shrinkage.
- Review the projected scheduled performance and review over/ under performance
- Take corrective action on the over/ under analysis and make recommendation on schedule changes, reskilling, realignment of agents across sites
- Review DOW and Intraday Patterns and Support VTO/OT/PTO requests
- AHT profiling
- Assumption Management and Support admin features of schedules tools to include rules.
- The WFM Analyst will act as a liaison between the Centralized and Site WFM teams.
- Resolve escalated issues and requests from site management
- Root cause analysis of SLA deviations, action plan development and resolution
- Monitor real-time queue, schedule adherence & attendance
- Key daily exception requests and update schedules
- Cross-train with Scheduling Analyst
- Optimize breaks the day of or day before the actual schedule
- Schedule ADHOC intra-day training requests and update schedules
- Attend centralized and/or site management meeting, as required
- Cater to real time ad-hoc requests as and when required
- Recommend strategies to Operations for improved labour utilization and key performance indicators
- Review and process VTO/PTO/OT/Non-Prod time requests in real-time
- Intraday real time monitoring of service levels for all queues at all sites 24/7/365
- Document all incidents using the service management suite and notify impacted stakeholders
- Monitor designated call centers through various internal and external platforms, instituting timely and efficient communication to verify allocation settings, queue settings, overflow targets, media events, and transcription campaigns
Desired Skills:- Graduate with overall 5-6 years of Contact Center experience and good communication skills.
- 1+years’ Proficiency in WFM tool- e-WFM (will be an advantage)
- Proficiency in scheduling of agents across multisite and in a multiskilling environment.
- Strong process and mathematical orientation
- Root Cause Analysis, proactive management & data presentation
- Analytical bent of mind and strong process and mathematical orientation
- Knowledge of Contact Centre methodologies and operational principles.
- 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.
- Proficiency with computers
- Willing to work in a 24*7 shift environment
- Drive for self-learning and knowledge enhancement
- Ability to simplify complex operations into repeatable processes
- Comfortable in fast-paced environment
- Ability to make decision in time sensitive ambiguous situations
- Required good communication skill.
Qualification: Graduate in any discipline
Disclaimer:-
'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for ‘recruitment’, ‘processing’ or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities.
Location:
IND Gurugram - Industrial Plot No. 243, 1st, 3rd, 4th, 5th & 7th Floors
Language Requirements:
Time Type:
Full time
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