Sr Analyst WFM Planning

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

Job summary

Concentrix is seeking a Sr. Analyst, WFM Planning in Gurgaon, India, to lead manpower planning, scheduling, and staffing models. You will generate WBRs/MBRs, run scenarios, and collaborate with business to optimize cost and output.

The ideal candidate has strong Excel/PowerPoint skills, experience with WFM tools including NICE IEX, capacity planning expertise, and the ability to make timely decisions in a fast-paced environment.

Qualifications

• Graduate with relevant analytics or operations background.
• Strong MS Excel skills, including VBA/macros.
• Experience with WFM tools and NICE IEX is required.

Responsibilities

• Plan and schedule workforce, manage long-term staffing models.
• Prepare WBRs/MBRs/QBRs and executive presentations.
• Analyze workload, HC calculations and cost-effective staffing.
• Run scenarios, simulations and provide optimization recommendations.
• Coordinate with business to align staffing with demand.
• Maintain end-to-end understanding of multi-channel support.

Skills

Effective communication

Capacity planning

Decision making

MS Excel

PowerPoint

Analytical thinking

Education

Graduate

Tools

MS Excel

PowerPoint

VBA

NICE IEX

PowerBI

Job description

Job Description:

Job Title: Sr. Analyst, WFM Planning

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

• Planning & Scheduling
• Manpower Planning, Scheduling, Transitioning new logos
• Understanding of Workload and HC calculations
• Manage long-term staff planning and lead the monthly staff planning.
• Maintain constant communication with Business to ensure that the desired staffing adjustments and cost-effective output are delivered.
• Manpower Planning, Scheduling, Transitioning new logos
• Determine and execute work schedules, diagnose problems, and recommend optimization to be cost effective.
• Generate short and long-term staffing models and provide recommendations based on robust and effective analysis.
• Prepare and publish WBRs, MBRs, QBRs
• Prepare PPTs and presentations
• Run scenarios and simulations basis requirement
• Complete understanding of overall operational activities including phone, email, chat, community, and social media support.
• Perform trend analysis considering all relevant WFM metrics impacting the revenue on a weekly and monthly basis
• Data collection from various data sources to be utilized in performing all key responsibilities and ad-hoc requests from the business

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 NICE IEX WFM 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 Gurgaon Building 14 - 11F, Tower D

Language Requirements: English

Time Type: Full time

Requirements: