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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.