Associate, WFM Scheduling

Concentrix; Gurugram District; On-site; INR 500,000 - 650,000; Full time

Job summary

Concentrix is seeking an Associate, WFM Scheduling to manage scheduling and provide analysis to meet service center goals.

The role requires accurate, timely reporting and collaboration with OPS on leave planning and preferences. You will monitor SL projections, seat utilization, and drive coaching and training plans to keep SL in check.

Qualifications

• Graduate with exposure to contact centre environments.
• Experience with scheduling and workforce management preferred.
• Strong communication and MS Office skills.
• Ability to analyze data and provide actionable insights.

Responsibilities

• Provide and complete regular scheduling responsibilities and schedule analysis.
• Co-ordinate with OPS on the leave planner and preferences to prepare schedules.
• Share SL projections and seat utilization.
• Maintain root cause analyses for deviations in performance.
• Plan training and coaching sessions while maintaining SL.
• Optimize breaks and offline activities in schedules.

Skills

Contact Centre knowledge

Scheduling metrics

Omnichannel operations

Communication

Computer literacy

Adaptability

Decision making under pressure

Education

Graduate

Tools

Excel

PowerPoint

VBA

Macros

Job description

Job Title

Associate, WFM Scheduling

Job Description

Key Responsibilities: Scheduling Analyst will be responsible for providing and completing regular scheduling responsibilities and provide schedule analysis and staff recommendations to meet service center goals. This position requires detailed, accurate, and timely completion of scheduling reports and lead the weekly scheduling performance review and provide recommendations 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 Plan OT / VTO basis business requirement and share the recommendations. Maintain constant communication with Business to ensure that the desired staffing adjustments and cost-effective output are delivered. Determine and execute work schedules, diagnose problems, and recommend optimization to be cost effective. Optimize breaks/offline activities while preparing schedules.

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