Analyst, WFM Scheduling

Concentrix Daksh Services India Private Limited; Hyderabad; On-site; INR 600,000 - 900,000; Full time

Job summary

Concentrix Daksh Services India Private Limited is seeking an Analyst for WFM Scheduling to develop capacity plans, translate demand into hours, and align staffing with partner needs at our Hyderabad site. You will work with cross-functional teams to optimize headcount, hours, and service levels while maintaining accurate forecasts and staffing models.

The role requires strong analytical skills, experience in data modelling, and proficiency in tools like Anaplan.

Qualifications

• Experience in managing multi-site and multi-vendor environment.
• Strong process and mathematical orientation.
• Experience of data modelling, simulations and scenario planning.
• Experience of stakeholder management and aptitude of planning risk identifications.
• Analytical and good understanding of Contact Centre metrics.
• Strong business acumen.
• Should be a good communicator and a collaborator.
• Hands on Experience on Anaplan will be an added advantage.
• Strong attention to detail and sense of professionalism and ability to develop relationships.

Responsibilities

• Create Capacity Plans for Enterprise and co-create with partners for their sites.
• Convert demand volume into production hours requirements; Analyse historical data and volume projections.
• Create and maintain the staffing plans to help establish the partner locked headcount/hours.
• Recommend staff requirements to the WFM team for effective resource utilization and SLA adherence.
• Capacity Planning including vertical landscape, headcount or production hour requirements, required languages, etc.
• Accurately predicts headcount or production hours required, handle time and staff shrinkage by work type.
• Identify gaps in coverage, and propose new shifts or realignment along with hiring plans.
• Continuously monitor the performance against the plans and refine and redefine assumptions as and when required
• Modeling FTE requirement for long term and Short-term including capacity recommendations to close gaps and optimize resources
• Prepare communication plan to explain changes and impact on work drivers and staffing models.
• Undertake ad hoc analysis to identify root causes for production hour variances.
• Run “what-if” scenarios for operations or other support groups as requested.
• Conduct Stakeholder review meetings with the Stakeholders for Sign-off of Short-Term Capacity Plan
• Maintain Historical Data and trends
• Review DOW and Intraday Patterns
• AHT profiling
• Assumption Management
• Own HC reconciliation with partner WFM teams.
• Work with Partner/Client workforce management team and operations to create, update and maintain staffing and budget planning models.
• Co-ordinate with SOP/Demand planning team to understand market need
• Plan capacity based on projection/order/demand planning information

Skills

Multi-site management

Mathematical orientation

Data modelling

Scenario planning

Stakeholder management

Contact centre metrics

Business acumen

Communication and collaboration

Anaplan

Attention to detail

Education

Graduation

Tools

Anaplan

Job description

Job Title: Analyst, WFM Scheduling

Job 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

• Create Capacity Plans for Enterprise and co-create with partners for their sites
• Convert demand volume into production hours requirements; Analyse historical data and volume projections.
• Create and maintain the staffing plans to help establish the partner locked headcount/hours.
• Recommend staff requirements to the WFM team for effective resource utilization and SLA adherence.
• Capacity Planning including vertical landscape, headcount or production hour requirements, required languages, etc.
• Accurately predicts headcount or production hours required, handle time and staff shrinkage by work type.
• Identify gaps in coverage, and propose new shifts or realignment along with hiring plans.
• Continuously monitor the performance against the plans and refine and redefine assumptions as and when required
• Modeling FTE requirement for long term and Short-term including capacity recommendations to close gaps and optimize resources
• Prepare communication plan to explain changes and impact on work drivers and staffing models.
• Undertake ad hoc analysis to identify root causes for production hour variances.
• Run “what-if” scenarios for operations or other support groups as requested.
• Conduct Stakeholder review meetings with the Stakeholders for Sign-off of Short-Term Capacity Plan
• Maintain Historical Data and trends
• Review DOW and Intraday Patterns
• AHT profiling
• Assumption Management
• Own HC reconciliation with partner WFM teams.
• Work with Partner/Client workforce management team and operations to create, update and maintain staffing and budget planning models.
• Co-ordinate with SOP/Demand planning team to understand market need
• Plan capacity based on projection/order/demand planning information

Key skills & Knowledge

• Experience in managing multi-site and multi-vendor environment
• Strong process and mathematical orientation
• Experience of data modelling, simulations and scenario planning
• Experience of stakeholder management and aptitude of planning risk identifications
• Analytical and good understanding of Contact Centre metrics
• Strong business acumen
• Should be a good communicator and a collaborator
• Strong Communicator and decision maker
• Hands on Experience on Anaplan will be an added advantage.
• Strong attention to detail and sense of professionalism and ability to develop relationships

Education Qualification

• - Graduation

Location

IND Hyderabad - LSR Tudor Vantage Sy No. 88/P Road No 10

Time Type

Full time

Mission

Hi, we're Concentrix. We’re a global technology and services leader that powers the brands of the future. We help well-known brands — the ones you use every day — improve their businesses with technology and integrated solutions, in over 70 countries.

Company Overview

We power the brands of the future. Some call us a global technology and services leader. But we’re so much more. Human-centered, tech-powered, intelligence fuelled. Every day we’re busy helping over 2000 of the world's best brands solve their toughest business challenges. Whether it’s…… designing game-changing brand experiences, building and scaling secure AI technologies, or building loyalty to drive revenue. We’ve got them covered. But how? We design, build, and run fully integrated, end-to-end solutions across the entire enterprise, at speed and scale. We’re the strategic thinkers who designbrand-defining experiences. The technologists & engineers who buildsmarter solutions. And the operational experts who run it all and make it work seamlessly. By integrating strategy & design with data & analytics, enterprise technology, and digital operations. You could say, at the heart of everything we do lies a commitment to transform the way companies connect, interact, and grow across the world and into the future. Experience the power of Concentrix.

Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.