Job Title:
Sr. Analyst, WFM PlanningJob 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.
Key Responsibilities
- Planning & Scheduling
- Manpower Planning, Scheduling, Transitioning new logos
- Understanding of Workload and HC calculations
- Manage long-term staff planning and lead the monthly staff planning.
- Maintain constant communication with Business to ensure that the desired staffing adjustments and cost-effective output are delivered.
- Manpower Planning, Scheduling, Transitioning new logos
- Determine and execute work schedules, diagnose problems, and recommend optimization to be cost effective.
- Generate short and long-term staffing models and provide recommendations based on robust and effective analysis.
- Prepare and publish WBRs, MBRs, QBRs
- Prepare PPTs and presentations
- Run scenarios and simulations basis requirement
- Complete understanding of overall operational activities including phone, email, chat, community, and social media support.
- Perform trend analysis considering all relevant WFM metrics impacting the revenue on a weekly and monthly basis
- Data collection from various data sources to be utilized in performing all key responsibilities and ad-hoc requests from the business
Desired Skills
- Effective communication skills.
- Advanced knowledge of MS products, particularly Excel and PowerPoint, VBA, Macros and PowerBI will be an added advantage.
- Extensive experience with WFM software.
- Exposure to NICE IEX WFM tool is required.
- Comfortable in a fast-paced environment.
- Ability to make decisions in time sensitive ambiguous situations.
- Expertise in capacity planning models is mandatory.
- Knowledge of Contact Centre methodologies and operational principles
Education : Graduate
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 Building 14 - 11F, Tower DLanguage Requirements:
Time Type:
Full timeSkills Required
- Effective communication skills
- Advanced knowledge of Microsoft Excel and PowerPoint
- Experience with VBA and Macros
- Experience with Power BI
- Extensive experience with WFM software
- Exposure to NICE IEX WFM tool
- Comfortable in a fast-paced environment
- Ability to make decisions in time-sensitive ambiguous situations
- Expertise in capacity planning models
- Knowledge of contact centre methodologies and operational principles
- Graduate education
What We Do
CNX Resources Corporation (NYSE: CNX) is the premier natural gas development, midstream, and technology company in Appalachia – one of the most energy abundant regions in the world. We believe in an Appalachia First approach to our work – prioritizing investments and utilizing home-grown resources that truly make a Tangible, Impactful, and Local difference in our regional communities first, and then far beyond. Over the past 150+ years, our 100% local workforce has produced low cost and low emission natural gas to help meet the world’s growing energy demand and catalyze environmental progress. Learn more about our company at CNX.com. Or, to view stories on our vision, innovations and actions, visit PositiveEnergyHub.com
