Job Title:

Analyst, WFM Automation

Job Description

ROLE: Automation Analyst -Workflow Mgmt.

DESIGNATION: WFM Automation Analyst

LOCATION: Gurgaon

YEARS OF EXPERIENCE: 3-5 Yrs

 

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.

Job Description Summary

Key Responsibilities:

· Design, analyze, implement and monitor company-wide workforce planning and headcount tracking/management initiatives to accurately track and forecast evolving workforce needs· Work with leadership to ensure appropriate usage of time tracking systems to improve data accuracy· Finds opportunities to automate / streamline reports, and redesign reports to include these efficiencies· To setup the database structure for reporting· Maintain tables and purge data as and when required· Periodic review of the database structures.· Updated and setup new tables as and when the source or output data items change.· Serve as a subject matter expert for WFM metrics and data sources· Using applied and behavioral analytics, build the appropriate models to analyze performance trends, understand the root causes and/or drivers, and generate actionable insights· Serve as a subject matter expert for WFM metrics and data sources.· Ensure data integrity through the development and use of system controls· Responsible for all the report automation as per customer request.Desired Skills/Requirement· Excellent analytical and Workforce Management ability.· Work with WFM Leadership to identify KPIs and business drivers for each line of business, to highlight trends and underlying causes of variance.· Effective analysis is only possible with good data - be a champion of data accessibility, accuracy and quality by partnering with other groups like Operations, HR and Sales.· Graduate with overall 5+ years of Contact Center experience and good communication skill.· 3+ years’ Workforce Management (Optional) and at least 3 year with core reporting experience.· Expertise in managing large data sets.· Understanding of associated tools and systems like CMS, EXCEL and preferably WFM Tools like IEX.· Experience in report automation using (VBA), SQL, MS Access.· Periodic review of the database structures.· Technical Consultant and primarily be involved in the implementation phase of the project where he/she will responsible for the configuration, integration testing, and supporting User Acceptance testing of the customer.· Ability to balance attention to detail with expeditious execution in a fast-paced environment.· Expertise in SQL programming.· An eye for design, with the ability to tell a clear story and make the complex simple.Working Hours – North America working hours.Education-GraduationDisclaimer  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.

Location:

IND Gurgaon - Bld 14 IT SEZ Unit 1, 5th, 6th and 17th Flr

Language Requirements:

Time Type:

Full time

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