Analyst, WFM Automation

3 weeks 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:

  • Design, analyze, implement and monitor company-wide workforce planning and headcount tracking/management initiatives to accurately track and forecast evolving workforce needs

  • Work with leadership to ensure appropriate usage of time tracking systems to improve data accuracy

  • Finds opportunities to automate / streamline reports, and redesign reports to include these efficiencies

  • To setup the database structure for reporting

  • Maintain tables and purge data as and when required

  • Periodic review of the database structures.

  • Updated and setup new tables as and when the source or output data items change.

  • Excellent analytical and Workforce Management ability.

  • Work with WFM Leadership to identify KPIs and business drivers for each line of business, to highlight trends and underlying causes of variance.

  • Effective analysis ; good data - accessibility, accuracy and quality by partnering with other groups like Operations, HR and Sales.

  • Serve as a subject matter expert for WFM metrics and data sources

  • Using applied and behavioral analytics, build the appropriate models to analyze performance trends, understand the root causes and/or drivers, and generate actionable insights

  • Serve as a subject matter expert for WFM metrics and data sources.

  • Ensure data integrity through the development and use of system controls

  • Responsible for all the report automation as per customer request. 

Key skills & knowledge:

  • Graduate with overall 5+ years of Contact Center experience and good communication skills.

    • 3+ years’ Workforce Management (Optional) and at least 3 year with core reporting experience. 

    • Expertise in managing large data sets.

    • Understanding of associated tools and systems like CMS, EXCEL and preferably WFM Tools like IEX.

    • Experience in report automation using (VBA), SQL, MS Access.

    • Periodic review of the database structures.

    • Technical Consultant and primarily be involved in the implementation phase of the project where he/she will be responsible for the configuration, integration testing, and supporting User Acceptance testing of the customer.

    • Ability to balance attention to detail with expeditious execution in a fast-paced environment.

    • Expertise in SQL programming.

    • An eye for design, with the ability to tell a clear story and make the complex simple.

Working Hours – North America working hours.

Educational Qualification : Graduate

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

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