WFM Sr. Analyst, Planning & Scheduling

Concentrix; United States; Remote; USD 50,000 - 80,000; Full time

Job summary

An established industry player is seeking a WFM Sr. Analyst to enhance client staffing plans through data analysis and forecasting. This role involves building strong relationships with cross-functional teams and driving productivity initiatives. The ideal candidate will have a solid background in scheduling, excellent communication skills, and the ability to thrive in a fast-paced environment. Join a forward-thinking company that values innovation and collaboration, where your contributions will significantly impact business performance and client satisfaction.

Qualifications

• At least 12 months of experience in a scheduling role.
• Knowledge of IEX scheduling and call center experience background.

Responsibilities

• Analyze information to develop forecasts for multiple clients.
• Maintain capacity plans and lead staffing calls with departments.

Skills

Analytical Skills

Critical Thinking

Communication Skills

Decision-Making

Education

Experience in Scheduling Role

Call Center Experience

English Proficiency (B2 Level)

Tools

IEX Scheduling

MS Excel

Teleopti

Genesys

Job description

Job Title: WFM Sr. Analyst, Planning & Scheduling

Job Description

The Resource Planner is responsible for developing and maintaining client staff plans and forecasts by analyzing trends, modeling AHT, attrition, shrinkage, forecasting assumptions, and interpreting future client needs. They should be analytical and possess critical thinking skills. A Resource Planner will build strong relationships with internal cross-functional teams and client partners.

1. Job Responsibilities:
2. Analyze information to develop short and long-term forecasts for multiple clients.
3. Analyze trending data to build accurate assumptions of key metrics such as shrinkage, AHT, and attrition.
4. Maintain high quality and accuracy while managing capacity plans for multiple programs.
5. Plan hiring and ramp-down needs to ensure adequate staffing to meet business requirements.
6. Lead staffing calls with departments such as Operations, TA, Account Management, and Training to discuss staff plans.
7. Support the implementation and transition of new projects; develop and coach team members.
8. Represent the Workforce Management team in cross-departmental discussions, providing expertise and a resource-focused perspective.
9. Drive productivity and revenue growth through efficiency initiatives.

Essential Criteria for Internal and External Applicants

• At least 12 months of experience in a scheduling role.
• English proficiency at B2 level.
• Knowledge of IEX scheduling.
• Call center experience background.
• Excellent written and oral communication skills to interact at all management levels and with clients.
• Ability to maintain confidentiality.

Desirable Criteria for External Applicants

• WFM background with scheduling and RTA experience, and proficiency in MS Excel.
• Experience with WFM tools such as Teleopti, Genesys, etc.
• Ability to work independently, meet deadlines, and manage priorities in a high-pressure environment.
• Strong decision-making skills.
• Effective communication with employees at all levels and from diverse backgrounds.

Location: EGY Work-at-Home

Language Requirements: English

Time Type: Full-time

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Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance for some of the world’s best brands.