Sr. Analyst, Planning & Scheduling

Job Title:

Sr. 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.
 Role and Key Responsibilities:

• Maintain a high level of quality and accuracy while managing capacity plans for multiple programs.
• Analysis of call trending and performance enhancement around various Key metrics of programs including shrinkage, AHT and key WFM metrics.
• Implementation & transition of new projects. Should possess skills in developing & coaching team members.
• Utilize expert knowledge of the inner workings between all platforms in order to manage call volume and personnel within various programs supported.

• Point of Contact for forecasting and budget planning
• Partner with support functions (IT) to ensure that forecasting, planning, and scheduling tools/software are properly configured and maintained to support the Workforce Management team.
• Lead the development of forecasts, resource plans, and schedules for new programs.
• Review completed forecasts, schedules, and plans developed by team members to ensure completion, accuracy, and adherence to standards.
• Partner with Business Development, Operations, and Clients to develop new models to support staffing and volume changes.
   

Key Skills and knowledge:

• Experience of working with WFM tools and processes.
• min 6 months in a capacity planning role.
• Well versed with excel and excellent communication skills
• Excellent written and oral communication skills required to interact with all levels of management & client representatives.
• Good PC & Analytical skills; Excel knowledge shall be preferred.
• WFM/ scheduling experience is required.
• Ability to work independently with minimal supervision, meeting multiple deadlines in a high-pressure environment.
• Demonstrated ability to multi-task, prioritize, and meet timelines of deliverables.
• Self-starter, sense of urgency, and works well under pressure.
• Highly professional and able to develop strong business partnerships.
• Ability to analyze possible solutions using standard procedures and principles.
   

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.'

Location:

IND Gurugram - Industrial Plot No. 243, 1st, 3rd, 4th, 5th & 7th Floors

Language Requirements:

English (Required)

Time Type:

Full time

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