Analyst - Planning & Scheduling Job in Gurgaon at Concentrix

Concentrix is hiring for the role of Analyst - Planning & Scheduling!

Responsibilities of the Candidate:

• Manage agent preferences, time-off requests, shift bid process, training and overtime based on the intraday reports on performance and business goals.
• To collaborate with various business units, quality, and training to schedule the necessary training, and associate coaching to ensure the company’s commitment towards quality.
• Review the current processes of scheduling and staffing and uncover the potential opportunities for improved efficiency.
• 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.
  

Requirements:

• Bachelor's degree in related field from a college or university with two to four years of relevant WFM/Scheduling experience.
• Strong communication skills, both written and verbal.
• Highly Proficient in Microsoft Office tools.
• Strong attention to details needed.
• Understanding of the financial impact of all decisions made within WFM.
• Solution driven and result oriented mindset.
• 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.
• 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.