Associate, Planning & Scheduling

at  Concentrix

Job Title:
Associate, Planning & Scheduling
Job Description
Associate, Planning & Scheduling
The Work Force Management (WFM) involves effective operational planning & execution including Forecasting, Capacity Planning, Scheduling & Real-Time monitoring. Creating and managing staff schedules to accomplish a particular task on a daily/hourly basis. The WFM function helps in decision making regarding revenue roadmap, focus on critical metrics and efficiency improvements for accounts/organization

CANDIDATE PROFILE/SKILLS

• Bachelor’s degree in related field from a college or university with two to four years of relevant WFM/Scheduling experience.
• Strong communication skills, both written and verbal.
• Highly Proficient in Microsoft Office tools.
• Strong attention to details needed.
• Understanding of the financial impact of all decisions made within WFM.
• Solution driven and result oriented mindset.
• Highly Proficient in Microsoft Office tools.
• Demonstrated ability to multi-task, prioritize, and meet timelines on deliverables.
• Self-starter, sense of urgency, and works well under pressure.
• Highly professional and able to develop strong business partnerships.
• Hands on experience on any one or more WFM tools like IEX/Avaya is must.
• Requires knowledge and experience in own discipline, still acquiring higher-level knowledge and skills.
• Analyzes possible solutions using standard procedures and principles.
• Builds knowledge of the organization, processes and customers.
• Solves a range of straightforward problems. Receives a moderate level of guidance and direction.

• The WFM Analyst will act as a liaison between the Centralized and Site WFM teams.
• Preparation of daily / Weekly / Monthly MIS reports.
• Resolve escalated issues and requests from site management.
• Root cause analysis of SLA deviations, action plan development and resolution.
• Monitor real-time queue, schedule adherence & attendance.
• Key daily exception requests and update schedules.
• Cross-train with Scheduling Analyst
• Optimize breaks the day of or day before the actual schedule.
• Schedule ADHOC intra-day training requests and update schedules.
• Attend centralized and/or site management meeting, as required.
• Cater to real time ad-hoc requests as and when required.
• Recommend strategies to Operations for improved labor utilization and key performance indicators.
• Review and process VTO/PTO/OT/Non-Prod time requests in real-time.
• Intraday real time monitoring of service levels for all queues at all sites 24/7/365.
• Document all incidents using the service management suite and notify impacted stakeholders.
• Monitor designated call centers through various internal and external platforms, instituting timely and efficient communication to verify allocation settings, queue settings, overflow targets, media events, and transcription campaigns.