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Associate, Planning & Scheduling Other Workforce Management (WFM) Location Bangalore, India Language English Apply Now SummaryConcentrix 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.Description

Role and key responsibilities:

Develop and maintain a comprehensive forecasting model, using regression analysis knowledgeUtilize Workforce Management tools to forecast call volume, AHT and shrinkage to create staffing requirementsCollaborate with tactical Workforce teamsDetermine yearly, monthly, daily and intraday staffing requirements by gathering data on contact center statistics, marketing campaigns, system events, etc.Coordinate and facilitate collaboration with Operations leadership, Marketing, Human Resources, Finance, IT, other outsourced partners to capture forecast and staff impacting activitiesManage forecast results by providing feedback, input and reporting to business partners to develop more scientific and accurate forecasting methodologiesAlign call demand with agent supply to achieve key performance objectives (service level, utilization, budgeting, etc.)Provide long-term forecasts to Operations leaders and product owners in support of future strategic initiativesConduct workforce simulations to provide advice regarding the impact of business strategies within contact centersProvide medium and short term forecast to account for changes in campaigns or volume disruptors

Key skills and knowledge:

Overall 3+ years of Contact Center experience and good communication skills.2+ years Planning and Scheduling experience.Experience normalizing and utilizing historical data for forecastingExceptional analytical, problem solving and decision-making skillsA deep understanding of numbers and ability to use statistical modelingAbility to provide business insight to multiple levels of management with appropriate level of detailAbility to work both independently and in a team setting within a fast-paced, entrepreneurial environmentIEx Scheduling Experience is must

Educational qualification: Graduation

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.

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