India Job Openings
Concentrix
Forecasting & Planning Manager
Gurgaon
September 4, 2024
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- Overseeing and maintaining the Workforce Management (WFM) Platform utilised for forecasting and scheduling
- Ensuring that forecasts and schedules are created, reviewed, reported, tracked and adjusted to ensure optimal staffing and performance within the contact centre services’ process
- Maintaining an understanding of initiatives that impact workload and make adjustments accordingly
- Ensuring forecasts and reports are timely, accurate, and consider changes to the business
- Providing analysis, thought leadership and strategic consulting with relevant leaders by considering enterprise initiatives, trends, etc. along with HC contact centres' capabilities
- Recommending performance solutions related to department operational areas
- Analysing, identifying opportunities within the Workforce Department and the contact centres and providing real-time information, solutions, etc.
- Formulating recommendations based upon analysis, data and input from users and departmental management
- Ensuring colleagues, team members and employees understand how the tasks they perform support the workload planning, scheduling activities and contribute to the success of the contact centres
- Working with Workforce Teams in problem-solving, trouble shooting and issue resolution
- Performing system administration duties as needed for the Workforce Management system, Schedule Planner, Real-Time Adherence, etc.
- Leading and facilitating corporate level projects, teams and initiatives building staffing strategies that support multi-site, multi-skilled contact centres
- Providing ongoing analysis of available shift offerings, staffing requirements and time off allocations
- Collaborating with other analytical groups within the organisation to share information as needed
- Managing capacity planning and recruitment training to ensure maximisation of revenue and business growth
- Graduate or post graduate
- Minimum 7 years’ experience in a contact centre environment
- At least 5 years’ experience in a forecasting, capacity planning, scheduling or real-time role
- Excellent understanding of workforce management/Shrinkage/Avaya/WFM tool concepts.
- Excellent communication, presentation, mathematical, logical, analytical and problem-solving skills
- Knowledge of MS Excel, Teleopti, IEX, Aspect and Blue Pumpkin
- Exposure to multiple forecasting techniques
- Advanced MS Excel skills
- Ability to manage, co-ordinate and balance multiple and varied projects in a time-sensitive environment
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