Job Posting Title Supervisor Planning

1 week ago

Gurugram Haryana, India Webhelp Full time

**Workforce Management (WFM)**

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

Job Title:
Job Posting Title Supervisor 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**:

- Planning & Scheduling
- Managing WFM Personnel
- Manpower Planning, Scheduling, Transitioning new logos.
- Updating & maintaining master trackers
- Preparing and publishing periodic reviews for management
- Preparing PowerPoint and other presentations
- Forecasting knowledge and able to forecast basis different methodologies.
- Running scenarios and simulations basis requirement
- Data reporting to other departments like Finance, IT Operations etc.
- Creating Interactive Dashboards for Client and Delivery
- Recognize and recommend operational and support improvements for the enterprise.
- Creating Schedules and lead the weekly scheduling performance review and provide recommendations.
- Administration of communication to and from Operations and other support departments.
- Collect, analyze and report historical center performance statistics.
- Understanding of Workload and HC calculations
- Perform financial evaluation using actual performance that involve relevant WFM metrics and contractual targets.
- Provide end to end analysis of financial assessment on weekly basis rolling up to the month.
- Create accruals for revenues that may have been possibly earned but are not yet recorded in the account.
- Perform trend analysis considering all relevant WFM metrics impacting the revenue on a weekly and monthly basis.
- Perform impact analysis of various operational metrics performances to understand the gap between actual / planned revenues at different stages of revenue life cycle.
- Calculate the positive and negative impact of compensated and non-compensated performance metrics on overall revenue.
- Perform various types of analysis around cost & revenue and create charts / reports as required by the business to present various comparative views for decision making

Data collection from various data sources to be utilized in performing all key responsibilities and ad-hoc requests from the business.
- **Key skills & Knowledge**:

- Team handling and Contact Centre Workforce Management experience
- Extensive experience with WFM software
- Comfortable in fast-paced environment
- Ability to simplify complex operations into repeatable processes
- Ability to make decision in time sensitive ambiguous situations
- Knowledge of Contact Centre methodologies and operational principles
- Knowledge of IEX is essential
- Excellent communication skills
- Analytical - Able to analyze data and draw insights
- High level of accuracy and attention to detail
- Innovative and able to influence
- Must have experience to handle Capacity Planner and Scheduling teams

**Education 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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