Associate, WFM Scheduling

Convergys; Gurugram District; On-site; INR 350,000 - 520,000; Full time

Job summary

Concentrix Gurgaon is seeking an Associate, WFM Scheduling to support forecasting, capacity planning, scheduling and reporting. You will create and manage staff schedules to meet daily and hourly service goals in a fast-paced environment.

You will coordinate with OPS on leave planning, share projections and utilization metrics, analyze deviations, and plan training to keep service levels in check. Strong knowledge of MS Excel, PowerPoint and VBA is a plus; clear communication is essential for

Qualifications

• Knowledge of Contact Centre methodologies and operational principles.
• Scheduling metrics/ methodology.
• Understanding of operations across phone, email, chat, community and social media support.
• Effective communication skills.
• MS Excel, PowerPoint; VBA and Macros are a plus.

Responsibilities

• Provide and complete regular scheduling responsibilities and schedule analysis to meet goals.
• Coordinate with OPS on leave planner and preferences to prepare schedules.
• Share SL projections and utilization metrics (Ideal Seat Utilization, Max seats).
• Maintain and share root cause analyses for performance deviations.
• Plan training and coaching sessions while keeping service levels in check.
• Optimize breaks and offline activities while preparing schedules.

Skills

Contact Centre methodologies

Scheduling metrics

Operational understanding

Effective communication

MS Excel

PowerPoint

VBA

Macros

Proficiency with computers

Decision making under pressure

Fast-paced environment

Education

Graduate

Tools

Excel

PowerPoint

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

Disclaimer

Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for ‘recruitment’, ‘processing’ or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities.

Location

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

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 design brand‑defining experiences. The technologists & engineers who build smarter 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.

EEO Statement

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