Professional - Career I

5 months ago

Gurugram Haryana, India Webhelp Full time

**Workforce Management (WFM)**

**Location**
- Gurugram, India***

Job Title:
Professional - Career I

**Job Description**:
Resource Planner/Capacity Planner
- 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**:

- Convert demand volume into production hours requirements; Analyze historical data and volume projections.
- Create and maintain the staffing plans to help establish the partner locked headcount/hours.
- Recommend staff requirements to the WFM team for effective resource utilization and SLA adherence.
- Capacity Planning including vertical landscape, headcount, or production hour requirements, required languages, etc.
- Accurately predict headcount or production hours required, handle time and staff shrinkage by work type.
- Identify gaps in coverage and propose new shifts or realignments along with hiring plans.
- Provide regular reports on service level adherence, agent productivity, utilization, attendance.
- Prepare communication plan to explain changes and impact on work drivers and staffing models.
- Undertake ad hoc analysis to identify root causes for production hour variances.
- Runs “what-if” scenarios for operations or other support groups as requested.
- Track equipment outages, and reports outages, and computer system problems/failures that impact forecasting and production hour

**Key skills & knowledge**:

- 2+ years’ experience in a Workforce Management Administrator position on Verint and 5+ years of relevant WFM user experience (Forecasting, Scheduling, Real Time Management).
- Expertise in creating Visio Charts/Lucid Charts.
- Perform maintenance activities such as development and maintenance of forecast groups, aux mapping, staff groups, routing sets reporting, etc.
- Create and update profiles, permissions, and maintain user accounts.
- Draft and maintain internal communications policies and procedures related to Verint processes.
- Support/drive processes documentation and SOP creation for all the setup and working tasks.
- Deploy FMEA framework (Failure Modes and Effects Analysis) for process documentation.
- Establish change control management and archiving process to facilitate audit readiness.

**Educational Qualification**: Graduation

**Disclaimer**:

**Location**:
IND Gurugram SP Info City-Towers A & B

Language Requirements:
Time Type:
Full time
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