WFM Scheduler - Analyst Concentrix Corporation

Job Responsibilities:

• Consult with Operations and Planning to develop staffing requirements by setting thresholds for overhead, time-off, overtime, and absences
• Identify schedule/plan changes in relevant databases and escalate issues as appropriate
• Validating Headcount updates prior to schedule generation in alignment with Capacity Planner.
• Prepare reports for schedule and staffing analysis to be presented to Operations
• Proven planning and time management skills with the ability to deal with multiple demands on time and deal with ambiguity.
• Experience in a Call Centre or similar experience related to a solid understanding of production environment metrics such as Service Levels KPIs, AHT, Shrinkage, and FTE s calculations
• Should possess excellent communication and negotiation skills in coordinating with different functional heads / teams. This would include the Operations head / team, Finance team, HR team and other functions for all transactional and strategic requirements.
• Provide Operations Director/Managers with input on possible resolutions and recommendations. Provide solutions to escalated issues and updates on SLA concerns.
• Update and maintenance of WFM tools and reporting back to central teams

Essential Criteria

• English B2 minimum (C1 preferable)
• Minimum of 1 year in RTA role
• Good knowledge with MS Excel
• Must have been using IEX N.I.C.E WFM tool for real time monitoring and Schedule communications
• Must have no warnings or PIP for last 6 months
• Hybrid model WAH & Samco site (5th settlement city)
• Must be able to work US hours (Night shift starts anywhere between 2 PM and 7 PM CLT)
• client facing experience
• Proficient in resource scheduling/intraday management applications.
• Ability to multi-task and meet timelines on deliverables
• Proven experience consulting with all levels of management, peers, and teams
• Detail oriented
• Good analytical, numerical and problem solving skills.
• Possess effective organizational skills and time management skills with the ability to multi task proficiently.
• Ability to respond quickly and logically in a fast-paced environment, making accurate decisions under pressure.
• Strong team building and leadership skills, including strong logical thought processes.
• Excellent written and verbal communication skills required to interact with internal stakeholders and client representatives.
• Ability to extract, manipulate and present data from WFM application/manual platform.