Associate, WFM Scheduling

CNX; Gurugram District; On-site; INR 350,000 - 500,000; Full time

Job summary

Concentrix is seeking an Associate, WFM Scheduling to support forecasting, capacity planning and daily scheduling in a fast-paced contact center environment.

The role requires analyzing schedules, ensuring service level targets, and coordinating with operations on leave planning. Proficiency in Excel/PowerPoint is essential; VBA and macros are a plus.

Qualifications

• Graduate; relevant field preferred.
• Knowledge of contact centre methodologies.
• Experience with scheduling metrics and methodology.
• Proficiency with MS Office; Excel and PowerPoint; VBA and macros is a plus.

Responsibilities

• Provide and complete regular scheduling responsibilities and schedule analysis to meet service center goals.
• Coordinate with OPS on leave planner, preferences, etc. to prepare schedules efficiently.
• Share SL projections, Ideal Seat Utilization, Max seats, etc.
• Maintain and share root cause analysis for deviations from projections.
• Plan training and coaching sessions per calendar while keeping SL in check.
• Optimize breaks and offline activities while preparing schedules.

Skills

WFM scheduling

Forecasting

Capacity planning

Excel

PowerPoint

VBA

Macros

Communication

Education

Graduate

Tools

Excel

PowerPoint

VBA

Macros

Job description

Job Title:

Associate, 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.

About the process

:The Work Force Management (WFM) involves effective operational planning & execution including Forecasting, Capacity Planning, Scheduling & Reporting. Creating and managing staff schedules to accomplish a particular task on a daily/hourly basis. The WFM function helps in decision making regarding revenue roadmap, focus on critical metrics and efficiency improvements for accounts/organization.

Role and Key responsibilities:

• Responsible to provide and complete regular scheduling responsibilities and provide schedule analysis and staff recommendations to meet service center goals.
• Co-ordinate with OPS on the leave planner, preferences, etc to prepare schedules efficiently.
• Share SL projections, Ideal Seat Utilization, Max seats etc.
• Maintain and share root cause analysis in case of deviation of performance versus projections.
• Plan training and coaching sessions as per the calendar keeping SL in check
• Optimize breaks/offline activities while preparing schedules.

Desired Skills:

• Knowledge of Contact Centre methodologies and operational principles.
• Scheduling metrics/ methodology.
• Complete understanding of overall operational activities including phone, email, chat, community, and social media support.
• Effective communication skills.
• Advanced knowledge of MS products, particularly Excel and PowerPoint, VBA and Macros will be an added advantage.
• Proficiency with computers.
• Comfortable in a fast-paced environment.
• Ability to make decision in time sensitive ambiguous situations.

Educational Qualification

Graduate

Location:

IND Gurgaon -Bld 14 IT SEZ Unit 1, 5, 6, 17 Fl

Language Requirements:

Time Type:

Full time