Analyst, Planning & Scheduling job opportunity at Concentrix.

Home Jobs In India Tag: Planning & Scheduling Analyst, Planning & Scheduling position at Concentrix


DateMore Than 30 Days Ago bot
Concentrix Analyst, Planning & Scheduling
Experience: 2-years
Pattern: full-time
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Planning & Scheduling

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loacation IND Gurgaon - Bld 14 IT SEZ Unit 1, 5th, 6th and 17th Flr, India
loacation IND Gurgaon - ..........India

Job Title: Analyst, Planning & Scheduling Job Description ROLE       :        Scheduling Analyst DESIGNATION     :      Analyst, Planning and Scheduling (9A) LOCATION              :     Gurgaon      YEARS OF EXPERIENCE    :     2years                                         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 :- Skill-Based Scheduling for agents Defines agents according to skills and proficiencies Agent Access & Allows agents to view schedules and acknowledge changes Captures, categorizes and measures all “non-working time”, e.g. vacation, meetings, breaks training. & Schedule Inefficiency Compares over/under staffing with total staffing hours.  Measures the effectiveness and quality of scheduling. Review the projected performance for the sites on a near term basis. i.e. weekly/ fortnightly. Support schedule planning 30days to 2 years in advance Build, review and plan requirements based on forecasting information for production headcount by day by interval for the supported time frame (requirements base don KPI such as in and out of office shrink. Review the projected scheduled performance and review over/ under. Take corrective action on the over/ under analysis and make recommendation on schedule changes, reskilling, realignment of agents across sites Review DOW and Intraday Patterns and Support VTO/OT/PTO requests AHT profiling Assumption Management and Support admin features of schedules tools to include rules. Key Skills and knowledge :- Proficiency in WFM tool- IEX WFM Proficiency in scheduling of agents across multisite and a multiskilling environment. Strong process and mathematical orientation Root Cause Analysis, proactive management & data presentation Analytical bent of mind and strong process and mathematical orientation Knowledge of Contact Centre methodologies and operational principles. Complete understanding of overall operational activities including phone, email, chat, community and social media support. Effective communication skills. Advanced knowledge of MS products, particularly Excel, PowerPoint. Proficiency with computers Willingness to work in a 24*7 shift environment Drive for self-learning and knowledge enhancement Ability to simplify complex operations into repeatable processes Comfortable in a fast-paced environment Education Qualification: Graduate - mandatory 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.' Location: IND Gurgaon - Bld 14 IT SEZ Unit 1, 5th, 6th and 17th Flr Language Requirements: Time Type: Full time If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents Potential Use of Artificial Intelligence (AI) in Hiring As part of our recruitment process, we may use artificial intelligence (AI) tools to assist in the screening and/or assessment of job applicants. These tools could be used to evaluate resumes, applications, and other materials submitted to help us identify the best candidates for the role.

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