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Job Description
Roles & Responsibilities
Job Description
The Resource Planner is responsible for developing/maintaining client Staff plans and Forecasts by analyzing trends, modelling AHT, Attrition, Shrink, forecasting assumptions and interpreting future client needs. They are analytical in nature and have an ability to apply critical thinking. A Resource Planner will build solid relationships with both our internal cross-functional teams and our client partners
- 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.
- 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.
- Lead Staffing Calls to discuss Staff Plan with Departments such as Operations, TA, Account Management, Training etc.
- 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.
Desired Candidate Profile
1 YEAR as Scheduler is a must in CNX
- Essential Criteria for the Internal and External Applicants
- Must have been in scheduling role for at least 12 Months.
- English B2
- knowldge with IEX scheduling
- Background of Call center experience
- Excellent written and oral communication skills required to interact with all levels of management & client representatives.
- Maintain confidentiality.
- Desirable Criteria for the External Applicants Only (outside Concentrix)
- WFM background (Scheduling and RTA) and knowledge with MS Excel
- Experience with other WFM tools such as Teleopti, Genesys, etc.
- Ability to work independently with minimal supervision, meeting multiple deadlines in a high-pressure environment.
- Ability to plan well and set priorities based on need
- Good decision-making skills
- Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds
Company Industry
- Call Center
- BPO
- KPO
- Outsourcing
Department / Functional Area
- Helpdesk
- Customer Service
- Telecalling
Keywords
- WFM Sr. Analyst
- Planning & Scheduling
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Concentrix Corporation