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:
- Create Capacity Plans for Enterprise and co-create with partners for their sites
- Converts demand volume into production hours requirements; Analyzes historical data and volume projections.
- Creates and maintains the staffing plans to help establish the partner locked headcount/hours.
- Recommends staff requirements to the WFM team for effective resource utilization and SLA adherence.
- Capacity Planning including vertical landscape, headcount or production hour requirements, required languages, etc.
- Accurately predicts headcount or production hours required, handle time and staff shrinkage by work type.
- Identifies gaps in coverage and proposes new shifts or realignments along with hiring plans.
- Would need to continuously monitor the performance against the plans and refine and redefine assumptions as and when required
- Modeling FTE requirement for long term and Short-term including capacity recommendations to close gaps and optimize resources
- Prepares communication plan to explain changes and impacts on work drivers and staffing models.
- Undertakes ad hoc analysis to identify root causes for production hour variances.
- Runs “what-if” scenarios for operations or other support groups as requested.
- Conduct Stakeholder review meetings with the Stakeholders for Sign-off of Short-Term Capacity Plan
- Maintain Historical Data and trends
- Review DOW and Intraday Patterns
- AHT profiling
- Assumption Management
- Own HC reconciliation with partner WFM teams.
- Work with Partner/Client workforce management team and operations to create, update and maintain staffing and budget planning models.
- Co-ordinate with SOP/Demand planning team to understand market need
- Plan capacity based on projection/order/demand planning information
- Support on RFP’s, RFI’s and RFQ’s and knowledge of WFM Solutions with IEX tool knowledge.
-
Desired Skills:
- Overall experience of 4-6 years and at least 2-3 years in a planning role.
- Experience in IEX shall be an added advantage.
- Experience in managing a multi-site and multi-vendor environment
- Strong process and mathematical orientation
- Experience of data modelling, simulations and scenario planning
- Experience of stakeholder management and aptitude of planning risk identifications
- Analytical and good understanding of Contact Centre metrics
- Strong business acumen
- Should be a good communicator and a collaborator
- Strong Communicator and decision maker
- Strong attention to detail and sense of professionalism and ability to develop relationships.
- 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.'
