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Analyst, Planning

3 months ago

Gurugram, India Concentrix Full time
Description The person will be responsible for Queue Performance/Scheduling the workforce for clients and assess the schedules at enterprise level.

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 :

  • Skill-Based Scheduling for agents

  • Defines agents according to skills and proficiencies

  • Agent Access & Allows agents to view schedules and acknowledge changes

  • Captures, categorizes and measures all “non-working time”, e.g. vacation, meetings, breaks training. & Schedule Inefficiency

  • Compares over/under staffing with total staffing hours.  Measures the effectiveness and quality of scheduling.

  • Review the projected performance for the sites on a near term basis. i.e. weekly/ fortnightly.

  • Support schedule planning 30days to 2 years in advance

  • Build, review and plan requirements based on forecasting information for production headcount by day by interval for the supported time frame (requirements base don KPI such as in and out of office shrink.

  • Review the projected scheduled performance and review over/ under.

  • Take corrective action on the over/ under analysis and make recommendation on schedule changes, reskilling, realignment of agents across sites

  • Review DOW and Intraday Patterns and Support VTO/OT/PTO requests

  • AHT profiling

  • Assumption Management and Support admin features of schedules tools to include rules.

Key skills & knowledge:

  • Proficiency in WFM tool- IEX WFM

  • Proficiency in scheduling of agents across multisite and a multiskilling environment.

  • Strong process and mathematical orientation

  • Root Cause Analysis, proactive management & data presentation

  • Analytical bent of mind and strong process and mathematical orientation

  • Knowledge of Contact Centre methodologies and operational principles.

  • Complete understanding of overall operational activities including phone, email, chat, community and social media support.

  • Effective communication skill.

  • Advanced knowledge of MS products, particularly Excel, PowerPoint.

  • Proficiency with computers

  • Willing to work in a 24*7shift environment

  • Drive for self-learning and knowledge enhancement

  • Ability to simplify complex operations into repeatable processes

  • Comfortable in fast-paced environment

  • Ability to make decision in time sensitive ambiguous situations

Educational 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 Gurgaon - Bld 14 IT SEZ Unit 1, 5th, 6th and 17th Flr

Language Requirements:

Time Type:

Full time