Short Range Planning Analyst

1 week ago


Hyderabad, Telangana, India Concentrix Full time
Description Short Range Planning Analyst
  • Create Capacity Plans for Enterprise and co-create with partners for their sites.
  • Prepare, monitor, and generate appropriate mathematical models and leverage WFM Tools to generate staffing requirements.
  • Work on 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
  • AHT profiling
  • Assumption Management
  • Own HC reconciliation with partner WFM teams.

Role

  • Overall 1-2+ years in a planning role for a contact Center.
  • 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
  • Experience on NICE WFM will be an added advantage.
  • Strong attention to detail and sense of professionalism and ability to develop relationships.

Location:

IND Hyderabad - Unit No. 601, 6th Flr, Maximus Building 2A

Language Requirements:

Time Type:

Full time

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