Senior Analyst - Workforce Management Forecasting

Concentrix; Bengaluru; On-site; INR 800,000 - 1,500,000; Full time

Job summary

Concentrix is seeking a Sr. Analyst, WFM Forecasting in Bengaluru to lead workforce forecasting efforts and optimize staffing plans. You will collaborate with cross-functional teams to ensure forecast accuracy and drive service levels.

The role requires senior-level experience with analytics, forecasting models, and strong communication skills to influence decisions and improve operational performance. This position is based on-site in Bangalore and offers growth opportunities within a global

Qualifications

• Strong written and verbal communication
• Empathy to understand customer needs
• Ability to learn quickly and solve problems

Responsibilities

• Provide floor support, learning sessions, coaching & feedback to agents.
• Assist in driving metrics of the team.
• Monitor closure of service levels regularly.
• Ensure prompt escalations to Team Captain.
• Supervise team in the absence of the Team Captain.
• Monitor performance and quality scores of team.
• Take production calls and escalated calls.

Skills

Value-driven improvement

Strong communication

Active listening

Requirement clarification

Problem solving

Independent query resolution

Sales mindset

Education

Graduation

Job description

Job Title

Sr. Analyst, WFM Forecasting

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.

Key responsibilities

• Provide floor support, learning sessions, coaching & feedback to agents (Subject Matter Expert).
• Assist in driving metrics of the team.
• Monitor closure of service levels regularly.
• Ensure prompt escalations to Team Captain.
• Supervise team in the absence of the Team Captain.
• Monitor performance and quality scores of team.
• Take production calls as well as escalated calls.

Desired Skills

Able to add value to the program by identifying improvement areas Ability to effectively communicate, both written and verbally Listen attentively to customer needs and concerns; demonstrate empathy Clarify customer requirements; probe for and confirm understanding of requirements or problem Confirm customer understanding of the solution and provide additional customer education as needed Ability to learn including strong problem-solving skills Demonstrate strong probing and problem-solving skills Should be able to resolve customer queries independently Should be able to handle complex queries Mindset to drive sales

Education

Graduation

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

LOCATION Bangalore, India

Location: IND Bangalore - Ecospace Bus Park

Language Requirements

Language Requirements: Time Type: Full time Experience Level Senior Level