Job Description

Job Title: Associate, Planning & Scheduling 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: - The WFM Associate will act as a liaison between the Centralized and Site WFM teams. - Preparation of daily / Weekly / Monthly MIS reports. - Resolve escalated issues and requests from site management. - Root cause analysis of SLA deviations, action plan development and resolution. - Monitor real-time queue, schedule adherence & attendance. - Key daily exception requests and update schedules. - Cross-train with Scheduling Analyst. - Optimize breaks the day of or day before the actual schedule. - Schedule ADHOC intra-day training requests and update schedules. - Attend centralized and/or site management meeting, as required. - Cater to real-time ad-hoc requests as and when required. - Recommend strategies to Operations for improved labor utilization and key performance indicators. - Review and process VTO/PTO/OT/Non-Prod time requests in real-time. - Intraday real time monitoring of service levels for all queues at all sites 24/7/365. - Document all incidents using the service management suite and notify impacted stakeholders. - Monitor designated call centers through various internal and external platforms, instituting timely and efficient communication to verify allocation settings, queue settings, overflow targets, media events, and transcription campaigns. - 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 entities etc. - Collaborate with other WFM departments like real time and planning to constantly review and improve the health of business and increase profitability. Key Skills and knowledge: - Good communication skills. - Good knowledge of MS Excel & Power point. - Proficiency with computers. - Willingness to work in a 24.7 shift environment. - Ability to handle pressure situations. - Drive for self-learning and knowledge enhancement. - Contact Centre Workforce Management experience. - Extensive experience with WFM software (NICE IEX, Avaya CMS Etc.) - Ability to simplify complex operations into repeatable processes. - Comfortable in fast-paced environment. - Ability to make decision in time sensitive ambiguous situations. - Hands on experience in any one or more WFM tools like IEX/eWFM/Avaya/Genesys. 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.\' Location: IND Gurgaon - Bld 14 IT SEZ Unit 1, 5th, 6th and 17th Flr Language Requirements: Time Type: Full time If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the

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