Sr. Analyst WFM Planning ( Planner )

The Sr. Analyst WFM Planning (Planner) will be responsible for developing short- and long-term forecasts, analyzing trending data, and leading staffing calls. Key duties include managing headcount reconciliation, planning hiring needs, and implementing new projects. The role requires strong analytical skills, client-facing experience, and proficiency in WFM tools, contributing to efficiency and revenue growth within a call center environment.

Must Have

• 1 year experience as a Scheduler
• Ability to develop Short- and Long-Term Forecasts
• Experience leading Staffing Calls
• Proficiency in HC reconciliation
• Ability to plan hiring and ramp down needs
• Client-facing experience
• Ability to work US hours
• English B2 proficiency
• Knowledge of IEX scheduling
• Strong written and oral communication skills

Good to Have

• WFM background (Scheduling and RTA)
• Knowledge of MS Excel
• Experience with WFM tools such as Teleopti, Genesys

Description

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• 1 YEAR as Scheduler is a MUST
• Analyse information to develop Short- and Long-Term Forecasts for multiple clients.
• Analyse trending data to help build accurate assumptions of various Key Metrics for programs including Shrinkage, AHT and Attrition.
• Lead Staffing Calls to discuss Staff Plan with Departments such as Operations, TA, Account Management, Training etc.
• Owns HC reconciliation with Operations, Training and Recruitment teams to ensure accurate starting point for Capacity plan roll out from running and next week onwards.
• Coordinates with Scheduler to ensure Capacity plan outputs are in-line with Schedule outputs prior to release.
• Maintain a high level of quality and accuracy while managing capacity plans for multiple programs.
• Plan hiring and ramp down needs for your programs to maintain an acceptable level of staffing to meet business requirements.
• Implementation & transition of new projects. Should possess skills in developing & coaching team members.
• Represent the Workforce Management Team in cross-directorate discussions, providing a resource-focused viewpoint and subject matter expertise.
• Implements productivity and revenue increase by driving efficiency and other related initiatives.

Essential Criteria

• client facing experience
• be able to work US hours
• Samco site (5th settlement city)
• Must have been in scheduling role for at least 10 Months.
• English B2
• knowledge with IEX scheduling
• Ability to work independently with minimal supervision, meeting multiple deadlines in a high-pressure environment.
• Ability to plan well and set priorities based on need
• Background of Call center experience
• Good decision-making skills
• Excellent written and oral communication skills required to interact with all levels of management & client representatives.
• Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds
• Maintain confidentiality.

Desirable Criteria for the External Applicants Only (outside Concentrix)

In addition to the above, needs to have:

• WFM background (Scheduling and RTA) and knowledge with MS Excel
• Experience with other WFM tools such as Teleopti, Genesys, etc.