Job Title
Sr. Analyst WFM Planning ( Planner )
- 1 YEAR as Scheduler is a MUST
- Analyse information to develop Short- and Long-Term Forecasts for multiple clients.
- Analyse trending data to help build accurate assumptions of various Key Metrics for programs including Shrinkage, AHT and Attrition.
- Lead Staffing Calls to discuss Staff Plan with Departments such as Operations, TA, Account Management, Training etc.
- Owns HC reconciliation with Operations, Training and Recruitment teams to ensure accurate starting point for Capacity plan roll out from running and next week onwards.
- Coordinates with Scheduler to ensure Capacity plan outputs are in-line with Schedule outputs prior to release.
- Maintain a high level of quality and accuracy while managing capacity plans for multiple programs.
- Plan hiring and ramp down needs for your programs to maintain an acceptable level of staffing to meet business requirements.
- Implementation & transition of new projects. Should possess skills in developing & coaching team members.
- Represent the Workforce Management Team in cross-directorate discussions, providing a resource-focused viewpoint and subject matter expertise.
- Implements productivity and revenue increase by driving efficiency and other related initiatives.
Essential Criteria
- client facing experience
- be able to work US hours
- F15 site (Smart village)
- Must have been in scheduling role for at least 10 Months.
- English B2
- knowledge with IEX scheduling
- Ability to work independently with minimal supervision, meeting multiple deadlines in a high-pressure environment.
- Ability to plan well and set priorities based on need
- Background of Call center experience
- Good decision-making skills
- Excellent written and oral communication skills required to interact with all levels of management & client representatives.
- Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds
- Maintain confidentiality.
Desirable Criteria for the External Applicants Only (outside Concentrix)
In Addition To The Above, Needs To Have
- WFM background (Scheduling and RTA) and knowledge with MS Excel
- Experience with other WFM tools such as Teleopti, Genesys, etc.