Concentrix
Full job description
Workforce Management (WFM)
Location
Gurugram, India
Job Title:
Analyst, Planning & SchedulingJob 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 Responsibility:
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.
