Job Title:
WFM Analyst, Planning & Scheduling
Candidate Profile
- :With at least 1-3 years of experience as an WFM Analyst, Planning & Schedulin
- gAmenable to work onsite in Exxa Tower, Quezon City , Philippine
- sHighly motivated individual with skills to develop and coach team members to achieve performance expectation
- sAbility to mentor, coach, and provide direction to a team of employee
- sWillingness to work a flexible schedul
e
What's in it for yo
- uDay 1 H
- MOCompetitive Compensati
- onCareer Grow
th
Job Descript
ionConcentrix 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 expectatio
ns.
Role and Key Responsibilit
- ies:
Driving Continuous Improvements that always facilitate and demonstrate Optimal Assumptions Acc - uracyEnsuring & Driving Data Accuracy levels as per Client expecta
- tionsLead and Manage joint Discussions & Reviews of Capacity Plans scenarios with Cl
- ient.Effective End-to-End Assumptions Management for capacity plan
- ning.Ensuring WFM Process Adherence for Short / Medium / Long Range Capacity
- PlansEnd-to-End Management of Cap Plan Sign-Off pr
- ocessRCA and Action Planning for Client VOC and Feed
- back.Business Process Change Management (as and when applic
- able)Facilitating Internal Stake Holder Reviews for the managed bus
- inessEstablish & operate with strong metrics driven govern
- ance.Ensuring & Driving Effective and Comprehensive Process Documenta
tions
Key skills & know
- ledge:
In depth Knowledge of Call Center Metrics and their impacts on Capacity Plan & financials of the bu - siness.Excellent Interpersonal, Numerical Ability and communication
- skills.Excellent MS Excel &
- SkillsGood Presentation
- SkillsMust have worked as a Capacity Planner handling multiple queues and compl
- exitiesMust have the ability to articulate the Results arising from the Cap Plan created by th
- e Team.Exp of WFM tool (IEX) / Telephony Tools ( Avaya/AWS/Genesys) will be added adv
antage.
