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WFM Analyst ( Scheduling , Queue Performance Analytics& Excel Macro)

2 - 7 yrs
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Not Disclosed by Recruiter Posted 4 days ago Job Applicants: 448 Job Views: 1500+

Job Description

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    Job Description:

    The person will be responsible for generating and scheduling the workforce for clients and assess the schedules for partner sites.

    Run scheduling scenarios with all constraints like shrinkage, shift duration etc.
    Review schedules of the partner site.
    Exposure to leave management system.
    Resolve escalated issues and requests from Client Partners.
    Optimize breaks while preparing schedules.
    Initiates and manages scheduling communications between centralized and site teams.
    Manage and lead the weekly scheduling performance review and provide recommendations.


    Effective communication skill.
    Good knowledge of MS Excel Macro & Power point.
    Exposure to VBA and Macro will be added advantage.
    Proficiency with computers
    Willing to work 24*7
    Knowledge on telephony tools (AVAYA, GENESYS, IEX)
    Drive for self-learning and knowledge enhancement

    Contact Centre Workforce Management experience
    Extensive experience with WFM software.
    Exposure to Nice WFM tool added advantage
    Ability to simplify complex operations into repeatable processes
    Comfortable in fast-paced environment
    Ability to make decision in time sensitive ambiguous situations

    Educational Qualification: Graduation

Salary: Not Disclosed by Recruiter

Industry: BPO, Call Centre, ITeS

Functional Area: Other


Employment Type: Permanent Job, Full Time


Desired Candidate Profile

    Please refer to the Job description above


UG: Any Graduate - Any Specialization

Company Profile:

Concentrix Daksh Services India Private Limited.

A wholly owned subsidiary of SYNNEX Corporation (NYSE: SNX), Concentrix is a leader in high-value global business services. It partners with its clients to deliver end-to-end customer engagement services, technology innovations, analytics, process optimization, and business improvements. The global business services firm transforms the customer experience, and streamlines front and back office and industry-specific processes to provide the highest value from every customer interaction. Based in 25 countries with a staff of more than 70,000 who speak 40+ languages, Concentrix offers industry expertise in 10 industries: Banking & Financial Services, Healthcare & Pharmaceutical, Insurance, Technology, Consumer Electronics, Retail & e-Commerce, Government & Public Sector, Media & Communications, Automotive and Travel, Transportation & Tourism.
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Job Posted by

Sneha Ekka Lead- Support Recruitment Team concentrix


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