Job Title:
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
Create multiple What if scenarios and set staffing targets for our business/vendors by handling trade-offs between Customer Experience/Service Levels, Employee Experience, Operational Flexibility and Cost Effectiveness
Prepare, monitor, and generate appropriate mathematical models and leverage WFM Tools to generate staffing requirements
Oversee the overall Capacity planning for HC
Would need to 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
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
Assumption Management
Own HC reconciliation with partner WFM teams.
Key skills & knowledge:
Experience in managing multi-site and multi-vendor environment
Strong process and mathematical orientation
Experience of data modelling, simulations, and scenario planning
Experience of stakeholder management and aptitude of planning risk identifications
Analytical and good understanding of Contact Centre metrics
Strong business acumen
Should be a good communicator and a collaborator
Strong Communicator and decision maker
Hands on Experience on Anaplan will be an added advantage.
Certified Capacity Planning from CNX WFM University
Strong attention to detail and sense of professionalism and ability to develop relationships
Educational Qualification: Graduate
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.'
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