Associate - Scheduling- WorkForce Management

Concentrix; Bengaluru; On-site; INR 600,000 - 900,000; Full time

Job summary

Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. Schedulers will use the eWFM tool to manage weekly schedules for engineer teams, schedule training, and coordinate events for the teams.

You will generate workforce schedules for clients and assess the schedules. The role requires 24x7 operation availability, strong communication skills, proficiency in MS Excel and PowerPoint, and experience with WFM

Qualifications

• Graduation required.
• WFM experience preferred.
• Night shift availability due to 24x7 operations.
• Strong communication, written and verbal.
• Proficiency with MS Excel and PowerPoint.

Responsibilities

• Monitor WFM mailbox in real-time and respond to requests from Global team.
• Review and process agent time off and schedule changes.
• Handle daily exceptions, update schedules, and respond to escalated issues.
• Schedule optimization, breaks, and scheduling communications between teams.
• Perform related duties as required.

Skills

Night shifts / 24x7 operations

Effective communication

MS Excel

PowerPoint

Computers proficiency

WFM experience

Aspect WFM exposure

Process simplification

Time management

Teamwork / independence

Prioritization

Education

Graduation

Tools

MS Excel

PowerPoint

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:

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