Sr. Analyst, WFM Forecasting

Concentrix Corporation; Gurugram District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Concentrix is seeking a Sr. Analyst for WFM Forecasting in Gurugram to forecast call volume, AHT and shrinkage, and to determine staffing requirements.

The role involves building forecasting models and coordinating with Operations and other functions to capture forecast-impacting activities. The ideal candidate has strong MS Excel skills, PowerPoint, VBA, Macros, and experience with WFM software and Erlang C, with the ability to work in a fast-paced environment and apply capacity planning

Qualifications

• Graduate degree required.
• Strong knowledge of MS Excel, PowerPoint; VBA, Macros and PowerBI a plus.
• Experience with WFM software and Erlang C tool is preferred.
• Excellent communication and ability to work in a fast-paced environment.
• Expertise in capacity planning and contact center methodologies.

Responsibilities

• Forecast call volume, AHT, and shrinkage to determine staffing needs.
• Develop and maintain forecasting models.
• Collaborate with Operations, Marketing, HR, Finance, IT, and outsourcing partners.
• Provide forecast feedback and drive improvements in forecasting accuracy.
• Align call demand with agent supply to meet service levels and budgeting.

Skills

Excel

PowerPoint

VBA

Macros

PowerBI

WFM software

Erlang C

Communication

Capacity planning

Contact center

Education

Graduate

Tools

Excel

PowerPoint

VBA

Macros

PowerBI

Job description

## Sr. Analyst, WFM ForecastingApply: IND Gurugram: Full time: Posted Today: End Date: October 15, 2026 (13 days left to apply): R1735629Job Title:Sr. Analyst, WFM ForecastingJob 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:*** ### Utilize Workforce Management tools to forecast call volume, AHT, and shrinkage to create staffing requirements. Develop and maintain a comprehensive forecasting model,* ### Collaborate with tactical Workforce teams* ### Determine yearly, monthly, daily and intraday staffing requirements by gathering data on contact center statistics, marketing campaigns, system events, etc.* ### Coordinate and facilitate collaboration with Operations leadership, Marketing, Human Resources, Finance, IT, other outsourced partners to capture forecast and staff impacting activities* ### Manage forecast results by providing feedback, input and reporting to business partners to develop more scientific and accurate forecasting methodology* ### Align call demand with agent supply to achieve key performance objectives (service level, utilization, budgeting, etc.)* ### Provide long-term forecasts to Operations leaders and product owners in support of future strategic initiatives* ### Conduct workforce simulations to provide advice regarding the impact of business strategies within contact centers* ### Provide medium- and short-term forecast to account for changes in campaigns or volume disruptors### 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 Erlang C 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### 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 Gurugram - Industrial Plot No. 243, 1st, 3rd, 4th, 5th & 7th FloorsLanguage Requirements:Time Type:Full time