Sr. Analyst, WFM Forecasting

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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.

Key Responsibilities:

• Utilize Workforce Management tools to forecast call volume, AHT, and shrinkage to create staffing requirements. Develop and maintain a comprehensive forecasting model,

• Collaborate with tactical Workforce teams

• Determine yearly, monthly, daily and intraday staffing requirements by gathering data on contact center statistics, marketing campaigns, system events, etc.

• Coordinate and facilitate collaboration with Operations leadership, Marketing, Human Resources, Finance, IT, other outsourced partners to capture forecast and staff impacting activities

• Manage forecast results by providing feedback, input and reporting to business partners to develop more scientific and accurate forecasting methodology

• Align call demand with agent supply to achieve key performance objectives (service level, utilization, budgeting, etc.)

• Provide long-term forecasts to Operations leaders and product owners in support of future strategic initiatives

• Conduct workforce simulations to provide advice regarding the impact of business strategies within contact centers

• Provide medium- and short-term forecast to account for changes in campaigns or volume disruptors
  

Desired Skills

• Effective communication skills.

• Advanced knowledge of MS products, particularly Excel and PowerPoint, VBA, Macros and PowerBI will be an added advantage.

• Extensive experience with WFM software.

• Exposure to Erlang C tool is required.

• Comfortable in a fast-paced environment. 

• Ability to make decisions in time sensitive ambiguous situations.

• Expertise in capacity planning models is mandatory.

• Knowledge of Contact Centre methodologies and operational principles
  

Education : Graduate

Disclaimer:-

Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for ‘recruitment’, ‘processing’ or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities.'

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