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Sr. Analyst, Planning

4 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.

Key Role & Responsibilities – 

  • Responsible for the forecast & headcount planning for the account/project.

  • Coordinating the headcount requirement, hiring, batch plan etc.

  • Consult with operations to develop staffing requirements by setting thresholds for overhead, time-off, overtime, and absences.

  • Raising timely alerts and providing recommendations to stake holders/clients.

  • Initiate and manage all WFM communication among the centralized and site teams and leadership.

  • Responsible for maintaining seat reservations and coordinating staff hiring.

  • Resolve escalated issues and requests received from the program/site management.

  • Root cause analysis of performance deviation, action plan development and resolution.

  • Review schedules/headcount allocation for ensuring – business goals are met.

  • Suggest relevant headcount movements across Lobs/channels to ensure optimum utilization of the resources.

  • Maintenance of ECP and other planning tools/workbooks.

  • Attend the centralized and/or site management meetings, as per requirement.

  • To review the current processes of scheduling and staffing and uncover the potential opportunities for improved efficiency.

  • Collaborate with other WFM departments like real time and scheduling to constantly review and improve the health of business and increase profitability.

Key Skills & Knowledge-

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

  • Minimum 4 Years of experience in WFM is required.

  • Prior experience in Scheduling or Capacity planning handling complex set of LOBs and 500+ HC.

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

  • Solution driven and result oriented mindset.

  • Strong communication skills, both written and verbal.

  • 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 on deliverables.

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

  • Strong attention to details needed.

  • Highly professional and able to develop strong business partnerships.

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

  • Hands-on experience in VBA/SQL Automation will be an added advantage.

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:

English (Required)

Time Type:

Full time