Job Title:

Analyst, WFM Planning & Scheduling

Job Description

Analyst, Planning & Scheduling (9A)


About the process

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 improvement for accounts/organization.

Essential Functions/Core Responsibilities

•\tManage agent preferences, time-off requests, shift bid process, trainings and overtime based on the intraday reports on performance and business goals.
•\tTo collaborate with various business units, quality, and training to schedule the necessary training, and associate coaching to ensure the company’s commitment towards quality.
•\tTo review the current processes of scheduling and staffing and uncover the potential opportunities for improved efficiency.
•\tConsult with operations to develop staffing requirements by setting thresholds for overhead, time-off, overtime, and absences.
•\tDevelop schedules and staffing plans for assigned business in an accurate and timely manner.
•\tIdentify schedule/plan changes in relevant databases and escalate issues as appropriate.
•\tPrepare reports for hiring needs, schedule and staffing analysis for business reviews and stakeholders.
•\tMaintain various WFM tools and set ups e.g. IEX entities etc.
•\tCollaborate with other WFM departments like real time and planning to constantly review and improve the health of business and increase profitability.

Candidate Profile/Skills
•\tDemonstrated ability to multi-task, prioritize, and meet timelines on deliverables.
•\tSelf-starter, sense of urgency, and works well under pressure.
•\tHighly professional and able to develop strong business partnerships.
•\tHands on experience on any one or more WFM tools like IEX/eWFM/Avaya/Genesys is must.


Eligibility Criteria

•\tAll CL/Grade 10 employees who have spent 18 months in the current CL/Grade and 12 months in current process/ vertical.
•\tAll CL/Grade 9A employees who have spent 12 months in the current CL and 12 months in current process/ function.
•\tEmployees on Performance Improvement Plan (PIP)/CAP are not allowed to apply for any IJP during the validity of PIP/CAP.
•\tEmployees on Warning letter 1 with promotion debarment are not eligible to apply for IJPs resulting in Career Level elevation till the promotion debarment date.
•\tEmployees on Warning Letters 2 & above are not eligible to apply for IJPs (lateral or Vertical).
•\tEmployees rated as “Improvement needed” in the current/previous Performance Rating Cycle are not eligible to apply for IJPs resulting in Career Level Elevation.
•\tEmployees rated as “Unsatisfactory” in the current/previous Performance Rating Cycle are not eligible to apply for any IJP resulting in lateral or vertical movement.


Career Framework Role

•\tRequires knowledge and experience in own discipline, still acquiring higher-level knowledge and skills.
•\tAnalyzes possible solutions using standard procedures and principles.
•\tBuilds knowledge of the organization, processes, and customers.
•\tSolves a range of straightforward problems. Receives a moderate level of guidance and direction.


Disclaimer

The above statements intend to describe the general nature and level of work performed by people assigned to this job. They are not an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.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.Essential Functions/Core ResponsibilitiesManage agent preferences, time-off requests, shift bid process, trainings and overtime based on the intraday reports on performance and business goals.To collaborate with various business units, quality, and training to schedule the necessary training, and associate coaching to ensure the company’s commitment towards quality.To review the current processes of scheduling and staffing and uncover the potential opportunities for improved efficiency.Consult with operations to develop staffing requirements by setting thresholds for overhead, time-off, overtime, and absences.Develop schedules and staffing plans for assigned business in an accurate and timely manner.Identify schedule/plan changes in relevant databases and escalate issues as appropriate.Prepare reports for hiring needs, schedule and staffing analysis for business reviews and stakeholders.Maintain various WFM tools and set ups e.g. IEX entities etc.Collaborate with other WFM departments like real time and planning to constantly review and improve the health of business and increase profitability.Required Skill set: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/eWFM/Avaya/Genesys 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.Disclaimer   The above statements intend to describe the general nature and level of work performed by people assigned to this job. They are not an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Location:

IND Gurugram - Industrial Plot No. 243, 1st, 3rd, 4th, 5th & 7th Floors

Language Requirements:

English (Required)

Time Type:

Full time

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