Sr. Analyst, WFM Planning

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

Job summary

Concentrix in Bangalore is seeking a Sr. Analyst, WFM Planning to own capacity planning, headcount optimization, and cross-functional scheduling to balance customer experience, staffing efficiency, and cost.

You will partner with Service Delivery, Talent Acquisition, Finance and Technology teams to forecast demand, analyze performance data, and lead global standardization of planning processes. The role requires 5+ years in capacity planning, strong Excel/SQL skills, and the ability to influence

Qualifications

• 5+ years of direct experience in Capacity Planning or Labor Modeling.
• 3+ years in program/project management.
• Experience utilizing Excel and SQL.
• Experience translating capacity plans and KPIs as well as recommendations to senior leaders.
• Excellent Storytelling skills to clearly articulate the From and-To-and business impacts.
• Ability to work successfully in a dynamic, ambiguous environment.
• Ability to meet tight deadlines and prioritize workloads.
• Exceptional influencing and leadership skills.

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.
• 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 initiatives.
• Fully leverage existing and new technology and decision support tools, including global standardization of reporting for stakeholders.

Skills

Capacity Planning

Labor Modeling

Program/Project Management

Data storytelling

Stakeholder influence

Education

Graduation

Tools

Excel

SQL

Job description

Job Title: Sr. Analyst, WFM Planning

Designation: Sr. Analyst, WFM Planning

Location: Bangalore, India

Years of Experience: 5+ Years

Company: Concentrix

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.

Role And Key Responsibilities

• Create 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 initiatives
• Fully leverage existing and new technology and decision support tools, including global standardization of reporting for stakeholders.

Qualifications

• 5+ years of direct experience in Capacity Planning or Labor Modeling
• 3+ years in program/project management
• Experience utilizing Excel and SQL
• Experience translating capacity plans and key performance indicators as well as recommendations to senior leaders
• Excellent Storytelling skills to clearly articulate the From and-To-and business impacts
• Ability to work successfully in a dynamic, ambiguous environment
• Ability to meet tight deadlines and prioritize workloads
• Exceptional influencing and leadership skills
• Education: Graduation

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 Bangalore - Ecospace Bus Park

Language Requirements:

Time Type: Full time

Mission

Hi, we're Concentrix. We’re a global technology and services leader that powers the brands of the future. 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 designbrand-defining experiences. The technologists & engineers who buildsmarter 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.