WFM Sr. Analyst, Planning & Scheduling Concentrix Corporation

Job Responsibilities:

• Analyse information to develop Short- and Long-Term Forecasts for multiple clients.
• Analyse trending data to help build accurate assumptions of various Key Metrics for programs including Shrinkage, AHT and Attrition.
• Lead Staffing Calls to discuss Staff Plan with Departments such as Operations, TA, Account Management, Training etc.
• Owns HC reconciliation with Operations, Training and Recruitment teams to ensure accurate starting point for Capacity plan roll out from running and next week onwards.
• Coordinates with Scheduler to ensure Capacity plan outputs are in-line with Schedule outputs prior to release.
• Maintain a high level of quality and accuracy while managing capacity plans for multiple programs.
• Plan hiring and ramp down needs for your programs to maintain an acceptable level of staffing to meet business requirements.
• Implementation & transition of new projects. Should possess skills in developing & coaching team members.
• Represent the Workforce Management Team in cross-directorate discussions, providing a resource-focused viewpoint and subject matter expertise.
• Implements productivity and revenue increase by driving efficiency and other related initiatives.