Analyst/Supervisor/Manager WFM

Requisition #: R1294858

ROLE : WFM

DESIGNATION : Analyst/Supervisor/Manager WFM

LOCATION : Gurgaon

YEARS OF EXPERIENCE : 4-10+ Years

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:

Forecasting Analysts-

• 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.

Or

Scheduling/Queue Performance Analyst-Workflow Mgmt.

Responsible for Queue Performance/Scheduling the workforce for clients and assess the schedules at enterprise level.

• Skill-Based Scheduling for in-house agents

• Defines agents according to skills and proficiencies

• Agent Access & Allows agents to view schedules and acknowledge changes

• Captures, categorizes and measures all “non-working time”, e.g. vacation, meetings, breaks training. & Schedule Inefficiency

Or

Analyst, Real Time Management

• Intraday real time monitoring of service levels for all queues at all sites 24/7/365

• Real time monitoring of associates performance from all teams at all sites

• Real Time updates on Service Levels, Contact data, and other KPIs

• Drive real-time impacts to staffing for both internal and outsourced teams vs. requirements metric goals

OR

Demand Analysts-Workflow Mgmt.

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

• Determine yearly, monthly, daily and intraday staffing requirements by gathering data on contact centre 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

Key skills and knowledge:

Strong business acumen combined with exceptional communication skills

• Exceptional analytical, problem solving and decision-making skills

• A deep understanding of numbers and ability to use statistical modeling

• Ability to provide business insight to multiple levels of management with appropriate level of detail

• Ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment

Educational Qualification: Graduate

Interested candidates Click on below link Apply Online and you will be redirected to Career Page of Company or Career url.

Concentrix, a wholly-owned subsidiary of SYNNEX Corporation (NYSE: SNX), is a technology-enabled global business services company specializing in customer engagement and improving business performance for some of the world’s best brands. Every day, from more than 40 countries and across 6 continents, our staff delivers next generation customer experience and helps companies better connect with their customers. We create better business outcomes and differentiate our clients through technology, design, data, process, and people.