Sr. Analyst, WFM Forecasting
Concentrix- Posted 2 hours ago
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Job Description
Job Title:
Sr. Analyst, WFM ForecastingJob Description
Designation: Analyst - Sr. Analyst, WFM Forecasting
Profile: Analyst - Sr. Analyst, WFM Forecasting
Location: Gurgaon
Years of Experience: 7-8 Years
About the Company
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 meet customer expectations.
Job Summary
We are seeking an experienced Workforce Management (WFM) professional with strong expertise in forecasting, capacity planning, scheduling, and advanced administration knowledge of Calabrio ONE. The ideal candidate should have hands-on experience in contact centre workforce planning, Calabrio configuration, reporting, and system administration activities while supporting operational efficiency and service level achievement.
Role and Key Responsibilities:
Forecasting, Planning & Calabrio Expertise
- Utilize advanced forecasting capabilities within Calabrio to prepare short-term, mid-term, and long-term contact volume forecasts.
- Analyze historical trends, seasonality, shrinkage patterns, and business drivers using Calabrio forecasting tools to ensure forecast accuracy.
- Perform capacity planning, workload analysis, and FTE calculations within Calabrio based on operational and business requirements.
- Create and maintain staffing models in Calabrio aligned with service level, occupancy, productivity, and utilization targets.
- Conduct interval-level forecasting, staffing, and planning analysis leveraging Calabrio scheduling and planning functionalities.
Calabrio Administration & System Management
- Manage and administer Calabrio WFM configurations and settings.
- Handle user access management, permissions, and role administration.
- Configure business units, teams, queues, activities, and scheduling rules.
- Perform maintenance of forecasting and scheduling configurations.
- Troubleshoot Calabrio-related issues and coordinate with vendor support when required.
- Validate data integrations and ensure data accuracy across systems.
- Support upgrades, testing, and implementation activities within Calabrio.
Scheduling & Real-Time Support
- Create and maintain optimized schedules within Calabrio.
- Monitor schedule adherence and staffing variances.
- Partner with Real-Time Management (RTM) teams for staffing optimization.
- Identify scheduling improvement opportunities to enhance operational efficiency.
Reporting & Analytics
- Prepare weekly, monthly, and executive-level workforce planning reports and dashboards with actionable insights using Calabrio reporting capabilities.
- Present operational insights and recommendations to stakeholders.
- Automate recurring reports wherever applicable.
Stakeholder Management
- Participate in governance calls and provide workforce recommendations.
- Ensure planning alignment with business objectives and operational goals.
Required Skills & Qualifications
Mandatory Skills
- Strong expertise in Forecasting, Capacity Planning, and Scheduling.
- Hands-on experience in Calabrio ONE Workforce Management.
- Strong knowledge of Calabrio Administration and configuration.
- Experience in interval-level forecasting and staffing calculations.
- Good understanding of shrinkage planning and scheduling optimization.
- Advanced Microsoft Excel skills (Pivot Tables, Lookup functions, Power Query preferred).
- Strong analytical and problem-solving skills.
- Excellent communication and stakeholder management skills.
Preferred Skills
- Experience in BPO / Contact Center environment.
- Knowledge of SQL, Power BI, or Tableau is an added advantage.
- Exposure to automation initiatives and reporting enhancements.
- Understanding of multi-skill and multi-channel planning.
Key Metrics Exposure
- Service Level (SL)
- Average Handle Time (AHT)
- Occupancy
- Shrinkage
- Forecast Accuracy
- Schedule Efficiency
- Staffing Utilization
- Adherence & Conformance
Educational Qualification: Graduation in any discipline
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 letterhead 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
Key Skills
Calabrio ONE
Calabrio Administration
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.
