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Job Description
Job Title:
Associate, WFM SchedulingJob 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.
About the process :The Work Force Management (WFM) involves effective operational planning & execution including Forecasting, Capacity Planning, Scheduling & Reporting. 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 improvements for accounts/organization.
Role and Key responsibilities:
Responsible to provide and complete regular scheduling responsibilities and provide schedule analysis and staff recommendations to meet service center goals.
Co-ordinate with OPS on the leave planner, preferences, etc to prepare schedules efficiently.
Share SL projections, Ideal Seat Utilization, Max seats etc.
Maintain and share root cause analysis in case of deviation of performance versus projections.
Plan training and coaching sessions as per the calendar keeping SL in check
Optimize breaks/offline activities while preparing schedules.
Desired Skills:
Knowledge of Contact Centre methodologies and operational principles.
Scheduling metrics/ methodology.
Complete understanding of overall operational activities including phone, email, chat, community, and social media support.
Effective communication skills.
Advanced knowledge of MS products, particularly Excel and PowerPoint, VBA and Macros will be an added advantage.
Proficiency with computers.
Comfortable in a fast-paced environment.
Ability to make decision in time sensitive ambiguous situations.
Educational Qualification : 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 -Bld 14 IT SEZ Unit 1, 5, 6, 17 FlLanguage Requirements:
Time Type:
Full timeMore Info
About Company
Mission: Hi, we're Concentrix. We're a global technology and services leader that powers the brands of the future. We help well-known brands - the ones you use every day - improve their businesses with technology and integrated solutions, in over 70 countries. Company Overview: We power the brands of the future. Some call us a global technology and services leader. But we're so much more. Human-centered, tech-powered, intelligence fuelled. Every day we're busy helping over 2000 of the world's best brands solve their toughest business challenges. Whether it's…… designing game-changing brand experiences, building and scaling secure AI technologies, or building loyalty to drive revenue. We've got them covered. But how We design, build, and run fully integrated, end-to-end solutions across the entire enterprise, at speed and scale. We're the strategic thinkers who designbrand-defining experiences. The technologists & engineers who buildsmarter solutions. And the operational experts who run it all and make it work seamlessly. By integrating strategy & design with data & analytics, enterprise technology, and digital operations. You could say, at the heart of everything we do lies a commitment to transform the way companies connect, interact, and grow across the world and into the future. Experience the power of Concentrix. Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.
