Professional - Career I

6 days 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
** If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the **Job Applicant Privacy Notice for California Residents

  • Career Advisor- Inside Sales

    6 days ago

    Gurugram, Haryana, India Protouch Professional Training Full time

    **Position: Career Advisor/ Inside Sales** **This position is 5.5 days working. First and Third Saturdays are off, rest of the Saturdays are normal working days** **Tele-sales job. No cold calls. Calls only to qualified leads.** We are searching for proactive individuals who are passionate about assisting working professionals as they progress through...

  • Architect I

    6 days ago

    Gurugram, Haryana, India Insight Enterprises, Inc. Full time

    **Requisition Number**:101352** **Architect I - Data** **Location**:This is a hybrid opportunity in Delhi-NCR, Bangalore, Hyderabad, Gurugram area. **Insight**at a Glance** - 14,000+ engaged teammates globally with operations in 25 countries across the globe. - Received 35+ industry and partner awards in the past year - $9.2 billion in revenue - #20 on...

  • Architect I

    5 days ago

    Gurugram, Haryana, India Insight Enterprises Full time

    **Requisition Number**:101295** **Architect I** **Location**:Delhi NCR, Bangalore, Hyderabad, Pune, Trivandrum. This is a hybrid opportunity **Shifts**:24*7, Rotational **Insight**at a Glance** - 14,000+ engaged teammates globally with operations in 25 countries across the globe. - Received 35+ industry and partner awards in the past year - $9.2 billion...

  • Security Professional

    6 days ago

    Gurugram, Haryana, India BT Group Full time

    **Security Professional**: - Job Req ID: 45891 - Posting Date: 14 Aug 2025 - Function: Customer Service - Unit: Business - Location: 9th & 10th Flr, Gurugram Info, Gurugram, India - Salary: Competitive Job Req ID: Posting Date: Function: **Location**: **Salary**: **Why this job matters**: The Network Engineering Professional supports the delivery of...

  • Sourcing Professional

    5 days ago

    Gurugram, Haryana, India BT Group Full time

    **Sourcing Professional**: - Job Req ID: 38763- Posting Date: 4 Sep 2024- Function: Procurement and Supply Chain- Unit: Finance & Business Services- Location: Building No 14 Sector 24 & 25A, Gurugram, India- Salary: competitive**Why this job matters**: The Procurement Professional supports in the implementation of procurement strategies for complex projects...

  • IT Sourcing Professionals

    6 days ago

    Gurugram, Haryana, India BT Group Full time

    **IT Sourcing Professionals**: - Job Req ID: 38766- Posting Date: 30 Sep 2024- Function: Procurement and Supply Chain- Unit: Finance & Business Services- Location: Building No 14 Sector 24 & 25A, Gurugram, India- Salary: competitive**Why this job matters**: The Procurement Professional supports in the implementation of procurement strategies for complex...

  • Marketing Professional

    3 days ago

    Gurugram, Haryana, India BT Group Full time

    **Marketing Professional, Performance Effectiveness**: - Job Req ID: 40183 - Posting Date: 23 Jan 2025 - Function: Brand and Marketing - Unit: Finance & Business Services - Location: Building No 14 Sector 24 & 25A, Gurugram, India - Salary: Competitive **Why this job matters**: The Content & Campaign Professional supports content and campaign activities...

  • Learning Professional

    6 days ago

    Gurugram, Haryana, India BT Group Full time

    **Learning Professional**: - Job Req ID: 40839- Posting Date: 6 Nov 2024- Function: Corporate Functions- Unit: Finance & Business Services- Location: Building No 14 Sector 24 & 25A, Gurugram, India- Salary: Competitive**Why this job matters**: The Learning & Skills Professional supports delivery of key strategic learning programmes and initiatives ensuring...

  • Security Professional

    6 days ago

    Gurugram, Haryana, India BT Group Full time

    **Security Professional**: - Job Req ID: 42515 - Posting Date: 23 Dec 2024 - Function: Customer Service - Unit: Business - Location: 25A DLF City Phase-III,, Gurugram, India - Salary: competitive **Our leadership standards**: **Looking in**: **Leading inclusively and Safely** I inspire and build trust through self-awareness, honesty and integrity. **Owning...

  • Advisor I, Chat Support

    6 days ago

    Gurugram, Haryana, India Webhelp Full time

    **Customer Service/Support** **Location** - Gurugram, India*** Job Title: Advisor I, Chat Support **Job Description**: The Advisor I, Chat Support position interfaces with customers via inbound chats, outbound calls, or through the Internet depending upon client requirements. This position provides customer service support and resolution of routine...