Analyst, Planning & Scheduling

About the Role

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

• Utilize the Workforce Management scheduling tool (eWFM) to administer weekly work schedules for individual clusters engineer teams.
• Schedule training and other special events for engineer teams.
• Develop, manage, and maintain comprehensive schedules.
• Serve as the Single Point of Contact for the Business Unit.
• Structure set up for core scheduling activities.
• Forecast Upload and generate Intraday Patterns (IDP).
• Schedule Generation and Optimization.
• Review IDP (Requirement vs Schedule) with sites/Partners.
• Recommend required headcount with sites/Partners by running different scheduling scenarios.
• Generate IDP and calibrate it in the IDP template based on shrinkage applied as per trending IR %.
• Coordinate with stakeholders to gather requirements, priorities, and timelines for scheduling activities.
• Ensure resource allocation aligns with project goals and organizational capacity.
• Lead and motivate team members to achieve scheduling objectives efficiently.
• Establish quality control measures to ensure accuracy and consistency in scheduling outcomes.
• Drive continuous improvement initiatives to enhance scheduling processes and team performance.
• Implement and oversee automation solutions for shift creation, time-off approvals, and schedule adjustments.
• Identify inefficiencies in manual scheduling processes and implement automation to improve accuracy and efficiency.
• Leverage machine learning and data analytics to enhance workforce scheduling models.
• Stay updated with emerging technologies in WFM, automation, and AI-powered workforce optimization.
• Explore RPA (Robotic Process Automation) opportunities to minimize manual interventions in scheduling.
• Benchmark against industry leaders to adopt best practices in scheduling innovation.
• Monitor mailbox and manage workload.
• Actively involved in updating realtime exceptions and schedule changes through email requests.

Requirements & Tech Stack

• Good knowledge of MS Office tools, SQL, PowerBi.
• Extensive experience with WFM software.
• Experience in IEX and Alvaria WFM tool is required, preferably Alvaria.
• Exposure to the leave management system.
• Contact Centre Workforce Management experience.

Qualifications

• Graduate.
• Excellent communication and interpersonal skills.
• Proficiency with computers.
• Willingness to work in a 24*7 shift environment.
• Drive for self-learning and knowledge enhancement.
• Team handling experience shall be an added advantage.
• Ability to simplify complex operations into repeatable processes.
• Comfortable in a fast-paced environment.
• Ability to make decisions in time sensitive ambiguous situations.
• Ability to multitask and manage multiple projects simultaneously.