Senior Workforce Management Planning Analyst

Concentrix; Bengaluru; On-site; INR 1,400,000 - 2,400,000; Full time

Job summary

Concentrix in Bengaluru, India is seeking a Senior Analyst, WFM Planning to own capacity planning and staffing analyses across multiple business units. You will lead forecasting, model development, and cross-functional collaboration to meet service levels while controlling costs.

The role requires 5+ years in capacity planning or labor modeling, plus 3+ years in program management. Proficiency in Excel and SQL, and strong storytelling to influence senior leaders, are essential.

Qualifications

• 5+ years of direct experience in Capacity Planning or Labor Modeling.
• 3+ years in program/project management.
• Experience utilizing Excel and SQL.
• Experience translating capacity plans and KPIs as well as recommendations to senior leaders.
• Excellent storytelling skills to articulate business impacts.
• Ability to work successfully in a dynamic, ambiguous environment.
• Graduation required.

Responsibilities

• Create optimized headcount and hiring plans balancing Customer Experience, Employee Experience, and Cost Effectiveness.
• Mitigate capacity risks by managing dependencies across multiple units and supply models.
• Clearly communicate dependencies and manage/track exceptions.
• Partner with internal technology teams on new initiatives, including launch of new internal planning tools.
• Participate in new projects and initiatives such as new product, skill, and contact channel rollouts on a global basis.
• Coordinate with Service Delivery, Partner Management, Talent Acquisition and Finance teams to analyze historical data and forecast demand.
• Manage analyses of daily, weekly, and monthly reporting of contact center performance via KPIs.
• Support Service Delivery & Operational teams to optimize staffing requirements.
• Lead global process standardization initiatives.
• Fully leverage existing and new technology and decision support tools, including global standardization of reporting for stakeholders.

Skills

Capacity planning

Labor modeling

Program management

Excel

SQL

KPI analysis

Storytelling

Time management

Education

Graduation

Job description

Sr. Analyst, WFM Planning Job Title: Sr. Analyst, WFM Planning Job Description

ROLE :Sr. Analyst, WFM Planning

DESIGNATION : Sr. Analyst, WFM Planning

LOCATION : Bangalore, India

YEARS OF EXPERIENCE :5 + Years

Role And Key Responsibilities

• Create optimized headcount and hiring plans s Mailchimp business by managing trade-offs between Customer Experience/Service Levels, Employee Experience, and Cost Effectiveness.
• Mitigate capacity risks by managing dependencies across multiple business units and supply models.
• Clearly communicate dependencies and manage/track exceptions.
• Partner with internal technology teams on new initiatives, including launch of new internal planning tools.
• Participate in new projects and initiatives such as new product, skill, and contact channel rollouts on a global basis.
• Coordinate with Service Delivery, Partner Management, Talent Acquisition and Finance teams to analyze historical data and forecast demand.
• Manage the analyses of daily, weekly, and monthly reporting of contact center performance via Key Performance Indicators.
• Support Service Delivery & Operational teams to optimize staffing requirements.
• Lead global process standardization initiatives.
• Fully leverage existing and new technology and decision support tools, including global standardization of reporting for stakeholders.

Qualifications

• 5+ years of direct experience in Capacity Planning or Labor Modeling
• 3+ years in program/project management
• Experience utilizing Excel and SQL
• Experience translating capacity plans and key performance indicators as well as recommendations to senior leaders
• Excellent Storytelling skills to clearly articulate the From and-To-and business impacts
• Ability to work successfully in a dynamic, ambiguous environment
• Ability to meet tight deadlines and prioritize workloads
• Exceptional influencing and leadership skills
• Education: Graduation

Location: IND Bangalore - Ecospace Bus Park

Language Requirements:

Time Type: Full time

Experience Level: Senior Level