Sr. Analyst, Planning & Scheduling

Job Title:

Sr. Analyst, Planning & Scheduling

Candidate Profile:

• With at least 1-3 years of experience as an WFM Manager Planning & Scheduling
• Amenable to work onsite in SLC Makati City , Philippines
• Highly motivated individual with skills to develop and coach team members to achieve performance expectations
• Ability to mentor, coach, and provide direction to a team of employees
• Willingness to work a flexible schedule

What's in it for you?

• Day 1 HMO
• Competitive Compensation
• Career Growth

Job Description

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:

• Driving Continuous Improvements that always facilitate and demonstrate Optimal Assumptions Accuracy
• Ensuring & Driving Data Accuracy levels as per Client expectations
• Lead and Manage joint Discussions & Reviews of Capacity Plans scenarios with Client.
• Effective End-to-End Assumptions Management for capacity planning.
• Ensuring WFM Process Adherence for Short / Medium / Long Range Capacity Plans
• End-to-End Management of Cap Plan Sign-Off process
• RCA and Action Planning for Client VOC and Feedback.
• Business Process Change Management (as and when applicable)
• Facilitating Internal Stake Holder Reviews for the managed business
• Establish & operate with strong metrics driven governance.
• Ensuring & Driving Effective and Comprehensive Process Documentations

Key skills & knowledge:

• In depth Knowledge of Call Center Metrics and their impacts on Capacity Plan & financials of the business.
• Excellent Interpersonal, Numerical Ability and communication skills.
• Excellent MS Excel & Skills
• Good Presentation Skills
• Must have worked as a Capacity Planner handling multiple queues and complexities
• Must have the ability to articulate the Results arising from the Cap Plan created by the Team.
• Exp of WFM tool (IEX) / Telephony Tools ( Avaya/AWS/Genesys) will be added advantage.