Sr. Analyst, WFM Forecasting

Concentrix Daksh Services India Private Limited; Gurugram District; On-site; INR 1,800,000 - 2,400,000; Full time

Job summary

Concentrix Daksh Services India Private Limited is seeking an experienced Senior Analyst, WFM Forecasting in Gurgaon to lead forecasting, capacity planning, scheduling and Calabrio ONE administration.

You will analyze historical trends, build staffing models, generate reports, and partner with RTM and stakeholders to optimize service levels, occupancy, and workforce efficiency. The role requires 7-8 years of experience and strong Excel, Calabrio configuration, and data accuracy.

Qualifications

• Strong expertise in Forecasting, Capacity Planning, and Scheduling.
• Hands-on experience in Calabrio ONE Workforce Management.
• Strong knowledge of Calabrio Administration and configuration.
• Experience in interval-level forecasting and staffing calculations.
• Good understanding of shrinkage planning and scheduling optimization.
• Advanced Microsoft Excel skills (Pivot Tables, Lookup functions, Power Query preferred).
• Strong analytical and problem-solving skills.
• Excellent communication and stakeholder management skills.

Responsibilities

• Forecasting, Planning & Calabrio Expertise: utilize advanced forecasting within Calabrio to prepare short-, mid-, and long-term contact volume forecasts.
• Analyze historical trends, seasonality, shrinkage patterns, and business drivers using Calabrio forecasting tools to ensure forecast accuracy.
• Perform capacity planning, workload analysis, and FTE calculations within Calabrio based on operational requirements.
• Create and maintain staffing models in Calabrio aligned with service level, occupancy, productivity, and utilization targets.
• Conduct interval-level forecasting, staffing, and planning analysis leveraging Calabrio scheduling and planning functionalities.
• Calabrio Administration & System Management: Manage and administer Calabrio WFM configurations and settings.
• Handle user access management, permissions, and role administration.
• Configure business units, teams, queues, activities, and scheduling rules.
• Perform maintenance of forecasting and scheduling configurations.
• Troubleshoot Calabrio-related issues and coordinate with vendor support when required.
• Validate data integrations and ensure data accuracy across systems.
• Support upgrades, testing, and implementation activities within Calabrio.
• Scheduling & Real-Time Support: Create and maintain optimized schedules within Calabrio.
• Monitor schedule adherence and staffing variances.
• Partner with Real-Time Management (RTM) teams for staffing optimization.
• Identify scheduling improvement opportunities to enhance operational efficiency.
• Reporting & Analytics: Prepare weekly, monthly, and executive-level workforce planning reports and dashboards with actionable insights using Calabrio reporting capabilities.
• Present operational insights and recommendations to stakeholders.
• Automate recurring reports wherever applicable.
• Stakeholder Management: Participate in governance calls and provide workforce recommendations.
• Ensure planning alignment with business objectives and operational goals.

Skills

Forecasting

Capacity planning

Scheduling

Calabrio ONE

Calabrio administration

Interval-level forecasting

Staffing calculations

Excel advanced

Analytical skills

Stakeholder management

Education

Graduation

Tools

SQL

Power BI

Tableau

Calabrio WFM

Job description

Job Title: Sr. Analyst, WFM Forecasting Job Description Designation: Analyst - Sr. Analyst, WFM Forecasting Profile: Analyst - Sr. Analyst, WFM Forecasting Location: Gurgaon Years of Experience: 7-8 Years

About the Company

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 meet customer expectations.

Job Summary

We are seeking an experienced Workforce Management (WFM) professional with strong expertise in forecasting, capacity planning, scheduling, and advanced administration knowledge of Calabrio ONE. The ideal candidate should have hands‑on experience in contact centre workforce planning, Calabrio configuration, reporting, and system administration activities while supporting operational efficiency and service level achievement.

Role and Key Responsibilities

• Forecasting, Planning & Calabrio Expertise Utilize advanced forecasting capabilities within Calabrio to prepare short-term, mid-term, and long-term contact volume forecasts.
• Analyze historical trends, seasonality, shrinkage patterns, and business drivers using Calabrio forecasting tools to ensure forecast accuracy.
• Perform capacity planning, workload analysis, and FTE calculations within Calabrio based on operational and business requirements.
• Create and maintain staffing models in Calabrio aligned with service level, occupancy, productivity, and utilization targets.
• Conduct interval-level forecasting, staffing, and planning analysis leveraging Calabrio scheduling and planning functionalities.
• Calabrio Administration & System Management Manage and administer Calabrio WFM configurations and settings.
• Handle user access management, permissions, and role administration.
• Configure business units, teams, queues, activities, and scheduling rules.
• Perform maintenance of forecasting and scheduling configurations.
• Troubleshoot Calabrio-related issues and coordinate with vendor support when required.
• Validate data integrations and ensure data accuracy across systems.
• Support upgrades, testing, and implementation activities within Calabrio.
• Scheduling & Real-Time Support Create and maintain optimized schedules within Calabrio.
• Monitor schedule adherence and staffing variances.
• Partner with Real-Time Management (RTM) teams for staffing optimization.
• Identify scheduling improvement opportunities to enhance operational efficiency.
• Reporting & Analytics Prepare weekly, monthly, and executive-level workforce planning reports and dashboards with actionable insights using Calabrio reporting capabilities.
• Present operational insights and recommendations to stakeholders.
• Automate recurring reports wherever applicable.
• Stakeholder Management Participate in governance calls and provide workforce recommendations.
• Ensure planning alignment with business objectives and operational goals.

Required Skills & Qualifications

Mandatory Skills

• Strong expertise in Forecasting, Capacity Planning, and Scheduling.
• Hands‑on experience in Calabrio ONE Workforce Management.
• Strong knowledge of Calabrio Administration and configuration.
• Experience in interval-level forecasting and staffing calculations.
• Good understanding of shrinkage planning and scheduling optimization.
• Advanced Microsoft Excel skills (Pivot Tables, Lookup functions, Power Query preferred).
• Strong analytical and problem‑solving skills.
• Excellent communication and stakeholder management skills.

Preferred Skills

• Experience in BPO / Contact Center environment.
• Knowledge of SQL, Power BI, or Tableau is an added advantage.
• Exposure to automation initiatives and reporting enhancements.
• Understanding of multi‑skill and multi‑channel planning.

Key Metrics Exposure

• Service Level (SL)
• Average Handle Time (AHT)
• Occupancy
• Shrinkage
• Forecast Accuracy
• Schedule Efficiency
• Staffing Utilization
• Adherence & Conformance

Educational Qualification

Graduation in any discipline

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 letterhead with authentic signatures of appropriate Concentrix authorities.

Location: IND Gurgaon -Bld 14 IT SEZ Unit 1, 5, 6, 17 Fl

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