Analyst, WFM Scheduling at CNX

, , India -

Full Time

Start Date

Immediate

Expiry Date

17 Mar, 26

Salary

0.0

Posted On

17 Dec, 25

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Skill-Based Scheduling, WFM Tool Proficiency, Scheduling Agents, Process Orientation, Mathematical Orientation, Root Cause Analysis, Data Presentation, Contact Centre Methodologies, Operational Principles, Effective Communication, MS Excel, MS PowerPoint, Self-Learning, Decision Making, Forecasting, Schedule Planning

Industry

IT Services and IT Consulting

Description

Job Title: Analyst, WFM Scheduling Job Description 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: 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 Compares over/under staffing with total staffing hours. Measures the effectiveness and quality of scheduling. Review the projected performance for the sites on a near term basis. i.e. weekly/ fortnightly. Support schedule planning 30days to 2 years in advance Build, review and plan requirements based on forecasting information for production headcount by day by interval for the supported time frame (requirements base don KPI such as in and out of office shrink. Review the projected scheduled performance and review over/ under. Take corrective action on the over/ under analysis and make recommendation on schedule changes, reskilling, realignment of agents across sites Review DOW and Intraday Patterns and Support VTO/OT/PTO requests AHT profiling Assumption Management and Support admin features of schedules tools to include rules. Desired Skills : Proficiency on written and verbal communication – English (minimum B2 level) 1+ years’ Proficiency in Scheduling using WFM tool (Ewfm will be an added advantage) Proficiency in scheduling of agents across multisite and a multiskilling environment. Strong process and mathematical orientation Root Cause Analysis, proactive management & data presentation Analytical bent of mind and strong process and mathematical orientation Knowledge of Contact Centre methodologies and operational principles. Complete understanding of overall operational activities including phone, email, chat, community and social media support. Effective communication skill. Advanced knowledge of MS products, particularly Excel, PowerPoint. Willing to work 24*7 Drive for self-learning and knowledge enhancement Ability to simplify complex operations into repeatable processes Ability to make decision in time sensitive ambiguous situations Qualification : Graduate / Diploma/10+2 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 - Bld 14 IT SEZ (GST) Language Requirements: Time Type: Full time If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents Mission: Hi, we're Concentrix. We’re a global technology and services leader that powers the brands of the future. We help well-known brands — the ones you use every day — improve their businesses with technology and integrated solutions, in over 70 countries. Company Overview: We power the brands of the future. Some call us a global technology and services leader. But we’re so much more. Human-centered, tech-powered, intelligence fuelled. Every day we’re busy helping over 2000 of the world's best brands solve their toughest business challenges. Whether it’s…… designing game-changing brand experiences, building and scaling secure AI technologies, or building loyalty to drive revenue. We’ve got them covered. But how? We design, build, and run fully integrated, end-to-end solutions across the entire enterprise, at speed and scale. We’re the strategic thinkers who designbrand-defining experiences. The technologists & engineers who buildsmarter solutions. And the operational experts who run it all and make it work seamlessly. By integrating strategy & design with data & analytics, enterprise technology, and digital operations. You could say, at the heart of everything we do lies a commitment to transform the way companies connect, interact, and grow across the world and into the future. Experience the power of Concentrix. Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.

Responsibilities

The Analyst, WFM Scheduling is responsible for skill-based scheduling of in-house agents, capturing and measuring non-working time, and analyzing staffing efficiency. They will also support schedule planning and make recommendations for schedule changes based on performance analysis.