Sr Analyst WFM Forecasting

Concentrix; Gurugram District; On-site; INR 1,100,000 - 1,600,000; Full time

Job summary

Concentrix in Gurgaon, India is seeking a Sr. Analyst, WFM Forecasting to build and maintain a comprehensive forecasting model using regression analysis and WFM tools.

You will forecast call volume, AHT, and shrinkage to determine staffing requirements and collaborate with cross-functional teams to align demand with supply. The role requires strong Excel/PowerPoint skills, experience with WFM software and Erlang C, and the ability to make timely decisions in a fast-paced environment.

Qualifications

• Graduate with awareness of workforce management concepts.
• Strong communication and collaboration skills.
• Experience with MS Excel, PowerPoint, VBA, and PowerBI is an added advantage.
• Extensive experience with WFM software.
• Exposure to Erlang C tool is required.
• Capacity planning expertise mandatory.

Responsibilities

• Forecast call volume, AHT, and shrinkage using WFM tools to determine staffing.
• Collaborate with tactical Workforce teams.
• Determine staffing by analyzing contact center data and campaigns.
• Coordinate with Operations, Marketing, HR, Finance, IT to capture forecasts.
• Provide feedback and reporting to improve forecasting methodology.
• Align demand with agent supply to meet service levels and budgeting.
• Provide long-term forecasts to leaders for strategic initiatives.
• Conduct workforce simulations to assess business strategy impact.
• Provide short- and medium-term forecasts for changes in campaigns.

Skills

Communication

Excel/PowerPoint

WFM software

Erlang C

Fast-paced environment

Decision making under ambiguity

Capacity planning

Contact centre knowledge

Education

Graduate

Tools

Erlang C tool

Job description

Job Title

Sr. Analyst, WFM Forecasting

Job Description

Develop and maintain a comprehensive forecasting model, using regression analysis knowledge

• Utilize Workforce Management tools to forecast call volume, AHT, and shrinkage to create staffing requirements
• 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

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.