Associate, Planning
4 weeks ago
Job Title:
Associate, 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:
- The WFM Associate will act as a liaison between the Centralized and Site WFM teams.
- Preparation of daily / Weekly / Monthly MIS reports.
- 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 labor 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.
- Manage agent preferences, time-off requests, shift bid process, trainings and overtime based on the intraday reports on performance and business goals.
- Collaborate with various business units, quality and training to schedule the necessary training and associate coaching to ensure the company’s commitment towards quality is met.
- Review current processes of scheduling and staffing and uncover potential opportunities for efficiency improvement.
- Consult with operations to develop staffing requirements by setting thresholds for overhead, time-off, overtime and absences.
- Develop schedules and staffing plans for assigned business in an accurate and timely manner.
- Identify schedule/plan changes in relevant databases and escalate issues as appropriate.
- Prepare reports for hiring needs, schedule and staffing analysis for business reviews and stakeholders.
- Maintain various WFM tools and set ups e.g., IEX entities etc.
- Collaborate with other WFM departments like real time and planning to constantly review and improve the health of business and increase profitability.
Key Skills and knowledge:
- Good communication skills.
- Good knowledge of MS Excel & Power point.
- Proficiency with computers.
- Willingness to work in a 24*7 shift environment.
- Ability to handle pressure situations.
- Drive for self-learning and knowledge enhancement.
- Contact Centre Workforce Management experience.
- Extensive experience with WFM software (NICE IEX, Avaya CMS Etc.)
- Ability to simplify complex operations into repeatable processes.
- Comfortable in fast-paced environment.
- Ability to make decision in time sensitive ambiguous situations.
- Hands on experience in any one or more WFM tools like IEX/eWFM/Avaya/Genesys.
Qualification:
- Graduation
Disclaimer:
**Location**:
IND Gurgaon - Bld 14 IT SEZ Unit 1, 5th, 6th and 17th Flr
Language Requirements:
Time Type:
Full time
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