Senior Workforce Management Planning Analyst

Concentrix; Gurugram District; On-site; INR 1,200,000 - 2,000,000; Full time

Job summary

Concentrix in Gurgaon, India seeks a Sr. Analyst, WFM Planning to lead manpower planning, scheduling, and forecasting across multiple channels.

You will develop long-term staffing models and cost-efficient schedules while coordinating with business teams to align output with targets. The role requires a Graduate with strong Excel/PowerPoint skills, VBA/macros, and hands-on experience with WFM software (NICE IEX WFM).

Qualifications

• Graduate with working knowledge of workforce planning and analytics.
• Advanced MS Excel and PowerPoint; VBA/macros helpful.
• Experience with WFM software; NICE IEX WFM preferred.

Responsibilities

• Plan and schedule manpower across channels and logos.
• Understand workload and headcount calculations.
• Maintain long-term staff planning and monthly planning.
• Generate staffing models and optimize cost efficiency.
• Publish WBRs/MBRs/QBRs; prepare PPT presentations.
• Run scenarios and simulations as required.

Skills

Effective communication

Capacity planning

Decision making

WFM knowledge

Analytical skills

Education

Graduate

Tools

Excel

PowerPoint

VBA

Macros

PowerBI

NICE IEX WFM

Job description

Job Title

Sr. Analyst, WFM Planning

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

Planning & Scheduling Manpower Planning, Scheduling, Transitioning new logos Understanding of Workload and HC calculations Manage long-term staff planning and lead the monthly staff planning. Maintain constant communication with Business to ensure that the desired staffing adjustments and cost-effective output are delivered. Manpower Planning, Scheduling, Transitioning new logos Determine and execute work schedules, diagnose problems, and recommend optimization to be cost effective. Generate short and long-term staffing models and provide recommendations based on robust and effective analysis. Prepare and publish WBRs, MBRs, QBRs Prepare PPTs and presentations Run scenarios and simulations basis requirement Complete understanding of overall operational activities including phone, email, chat, community, and social media support. Perform trend analysis considering all relevant WFM metrics impacting the revenue on a weekly and monthly basis Data collection from various data sources to be utilized in performing all key responsibilities and ad-hoc requests from the business

Desired Skills

Effective communication skills. Advanced knowledge of MS products, particularly Excel and PowerPoint, VBA, Macros and PowerBI will be an added advantage. Extensive experience with WFM software. Exposure to NICE IEX WFM tool is required. Comfortable in a fast-paced environment. Ability to make decisions in time sensitive ambiguous situations. Expertise in capacity planning models is mandatory. Knowledge of Contact Centre methodologies and operational principles.

Education

Graduate

Location

Location: IND Gurgaon Building 14 - 11F, Tower D

Language Requirements

English

Time Type

Full time

Experience Level

Senior Level