Job description

Job Title:

Job Description

• 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.

  
  
  

Location:

Language Requirements:

Time Type: