Associate, Planning & Scheduling

Concentrix; Bengaluru; Hybrid; INR 300,000 - 420,000; Full time

Benefits offered by this job

Leave encashment (if offered)

Job summary

Concentrix in Bangalore, India is seeking an Associate - Scheduling to manage workforce planning and weekly engineer schedules. The role requires handling training and events and coordinating with global teams.

The candidate should be comfortable with night shifts, weekends, and long hours in a 24x7 operation and have 1–2 years of experience in scheduling or WFM. Hybrid work arrangement is available.

Qualifications

• Graduation is required.
• Experience in Contact Centre Workforce Management preferred.
• Proficiency with WFM software and MS Excel/PowerPoint.

Responsibilities

• Monitor WFM mailbox in real-time and respond to Global team requests.
• Review and process agent time off and schedule changes.
• Update schedules and respond to escalated issues and ad-hoc requests.
• Schedule optimization including breaks during shift planning.
• Coordinate scheduling communications between teams.
• Perform related duties as required.

Skills

WFM software

MS Excel

PowerPoint

Communication

Time management

Scheduling

Leave management

Multitasking

Team collaboration

Decision making

Problem solving

Education

Graduation

Tools

Aspect WFM

Job description

Associate, Planning & Scheduling

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 : CL 10 Scheduler

DESIGNATION : Associate - Scheduling- WorkForce Management

LOCATION : Bangalore, India- Work at office (Hybrid)

YEARS OF EXPERIENCE : 1-2 Years

Role And KEY RESPONSIBILITIES

Schedulers will utilize the Workforce Management scheduling tool(eWFM) to administer the processing of individual clusters engineer teams weekly work schedules and to schedule training, education, and other special events for the engineer teams. The person will be responsible for generating and scheduling the workforce for clients and assess the schedules.

• Monitor WFM mailbox real-time and respond to each request which the team receives from Global team
• Review and process agent time off and schedule change requests
• Key daily exceptions requests, update schedules and respond to escalated issues and ad-hoc requests
• Perform any other related duties as required or assigned
• Schedule Optimization such as breaks while preparing schedules
• Initiate and manage scheduling communications between respective teams

Key Skills & Knowledge

• Business Hours of Operation is 24*7 so willingness to work night shifts, weekends, holidays, long hours, and be on
• Effective communication skill -
• Highly skilled in effective communication both verbally and in writing with co-workers, management team, other departments, and delivery team
• Good knowledge of MS Excel & Power point
• Proficiency with computers
• Drive for self-learning and knowledge enhancement
• Contact Centre Workforce Management experience
• Extensive experience with WFM software
• Exposure to Aspect WFM tool added advantage
• Ability to simplify complex operations into repeatable processes
• Comfortable in fast-paced environment
• Ability to make decision in time sensitive ambiguous situations
• Able to work in a changing environment
• Excellent time management and prioritization skills, with ability to meet deadlines
• Skilled in problem-solving, critical thinking and decision-making
• Experience with working independently and on teams
• Experienced with managing multiple priorities and multi tasks
• Proactive approach to problem resolution
• Exposure to leave management system

QUALIFICATIONS : Graduation