Sr. Analyst, Planning

2 months ago

Gurugram, India Concentrix Full time
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:

• 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:

• Bachelor's degree in related field from a college or university along-with two to four years of relevant experience - preferred

• Understanding of the financial impact of all decisions made within WFM.

• Solution driven and result oriented mindset.

• Strong oral and written communication skills

• Highly Proficient in Microsoft Office tools.

• Ready to work in dynamic 24*7 environment handling international programs/clients.

• Demonstrated ability to multi-task, prioritize and meet timelines of deliverables.

• Self-starter, sense of urgency and works well under pressure.

• Strong attention to detail

• Highly professional and able to develop strong business partnerships.

• Hands on experience in any one or more WFM tools like IEX/eWFM/Avaya/Genesys.

Qualification : Graduation

Disclaimer: - 'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for ‘recruitment’, ‘processing’ or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities

Location:

IND Gurugram - Industrial Plot No. 243, 1st, 3rd, 4th, 5th & 7th Floors

Language Requirements:

Time Type:

Full time

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