Sr. Analyst, WFM Planning

Concentrix; Bengaluru; On-site; INR 1,400,000 - 1,900,000; Full time

Benefits offered by this job

Job summary

Concentrix in Bangalore, India, seeks a Sr. Analyst, WFM Planning with 5+ years in capacity planning. You will create optimized headcount plans, balance Customer Experience, service levels, and cost, and partner with multiple business units to mitigate capacity risks.

You will forecast demand using historical data, deliver daily to monthly performance reports, and lead global standardization initiatives. Proficiency in Excel and SQL is required, with strong storytelling to influence senior

Qualifications

• 5+ years of direct experience in Capacity Planning or Labor Modeling.
• 3+ years in program/project management.
• Experience utilizing Excel and SQL.
• Ability to translate capacity plans and KPIs to senior leaders.
• Excellent storytelling to articulate business impacts.

Responsibilities

• Create optimized headcount and hiring plans 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.
• 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.

Job description

ROLE :Sr. Analyst, WFM PlanningDESIGNATION : Sr. Analyst, WFM PlanningLOCATION : Bangalore, IndiaYEARS OF EXPERIENCE :5 + YearsConcentrix 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.Role And Key ResponsibilitiesCreate 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 initiativesFully leverage existing and new technology and decision support tools, including global standardization of reporting for stakeholders.Qualifications5+ years of direct experience in Capacity Planning or Labor Modeling3+ years in program/project managementExperience utilizing Excel and SQLExperience translating capacity plans and key performance indicators as well as recommendations to senior leadersExcellent Storytelling skills to clearly articulate the From and-To-and business impactsAbility to work successfully in a dynamic, ambiguous environmentAbility to meet tight deadlines and prioritize workloadsExceptional influencing and leadership skillsEducation: GraduationDisclaimer:-'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.'