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Nationality
Any Nationality
Gender
Not Mentioned
Vacancy
1 Vacancy
Job Description
Roles & Responsibilities
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Analyse information to develop Short- and Long-Term Forecasts for multiple clients.
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Analyse trending data to help build accurate assumptions of various Key Metrics for programs including Shrinkage, AHT and Attrition.
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Lead Staffing Calls to discuss Staff Plan with Departments such as Operations, TA, Account Management, Training etc.
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Owns HC reconciliation with Operations, Training and Recruitment teams to ensure accurate starting point for Capacity plan roll out from running and next week onwards.
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Coordinates with Scheduler to ensure Capacity plan outputs are in-line with Schedule outputs prior to release.
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Maintain a high level of quality and accuracy while managing capacity plans for multiple programs.
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Plan hiring and ramp down needs for your programs to maintain an acceptable level of staffing to meet business requirements.
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Implementation & transition of new projects. Should possess skills in developing & coaching team members.
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Represent the Workforce Management Team in cross-directorate discussions, providing a resource-focused viewpoint and subject matter expertise.
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Implements productivity and revenue increase by driving efficiency and other related initiatives.
Desired Candidate Profile
Essential Criteria
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client facing experience
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be able to work US hours
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Samco site (5th settlement city)
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Must have been in scheduling role for at least 10 Months.
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English B2
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knowledge with IEX scheduling
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Ability to work independently with minimal supervision, meeting multiple deadlines in a high-pressure environment.
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Ability to plan well and set priorities based on need
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Background of Call center experience
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Good decision-making skills
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Excellent written and oral communication skills required to interact with all levels of management & client representatives.
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Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds
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Maintain confidentiality.
Desirable Criteria for the External Applicants Only (outside Concentrix)
In addition to the above, needs to have:
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WFM background (Scheduling and RTA) and knowledge with MS Excel
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Experience with other WFM tools such as Teleopti, Genesys, etc.
Company Industry
- Call Center
- BPO
- KPO
- Outsourcing
Department / Functional Area
- IT Software
Keywords
- Sr. Analyst WFM Planning
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Concentrix Corporation