Analyst, Planning & Scheduling
Location
Bangalore | India
Job description
Job Title:
Analyst, Planning & 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 :
- Drive continuous improvement for Transaction Quality and Delivery
- Manage agent preferences, time-off requests, shift bid process, trainings and overtime based on the intraday reports on performance and business goals.
- Collaborate with various business units, quality and training to schedule the necessary training and associate coaching to ensure the company's commitment towards quality is met.
- Review current processes of scheduling and staffing and uncover potential opportunities for efficiency improvement.
- 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, eWFM entities etc.
- Collaborate with other WFM departments like real time and planning to constantly review and improve the health of business and increase profitability.
Technical Skill Set: - Bachelor's degree in related field from a college or university along-with two to four years of relevant experience (Scheduling) - preferred
- Understanding of the financial impact of all decisions made within WFM.
- Solution driven and result oriented mindset.
- Strong oral and written communication skills
- Client Management
- Highly Proficient in Microsoft Office tools.
- Ready to work in dynamic 24*7 environment handling international programs/clients.
- Demonstrated ability to multi-task, prioritize and meet timelines of deliverables.
- Self-starter, sense of urgency and works well under pressure.
- Strong attention to detail
- Highly professional and able to develop strong business partnerships.
- Hands on experience in any one or more WFM tools like IEX/eWFM/Avaya/Genesys – preferred
Educational Qualification : Bachelor's Degree.
Job Duties outlined above are a generalized summary and not solely limited to the tasks listed.
Disclaimer The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.
Concentrix is an equal opportunity employer and an E-verify participant. Concentrix considers qualified applicants without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity or expression, veteran status, disability status or any other legally protected characteristic.
Location:
IND Bangalore - Manyata Blk D1,Grd,1&2 Fl
Language Requirements:
Time Type:
Full time
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