Analyst, WFM Automation

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.

Role and Key Responsibilities:

• Collect, analyze and report historical center performance statistics
• Collect, analyze and report historical agent performance statistics
• Responsible for maximizing efficiency and occupancy while meeting service objectives
• Oversee analysis and reporting of employee performance including schedule adherence
• Recognize and recommend operational and support improvements
• Perform other duties and assignments as directed
• Work with Senior Management team on initiatives to support new business growth and overall operations
• Assist with special projects and other duties as assigned
• Establishes performance objectives for direct reports.
• Coach and develop a high performance team through organizational leadership.
• Demonstrate sound judgment and fairness when administering policies and procedures.
• Developing and Debugging Code: Writing and testing VBA code to automate tasks in applications like Excel, Access, or other Microsoft Office products.
• Analyzing Requirements: Understanding business needs and translating them into technical specifications for automation.
• Optimizing Processes: Improving existing code and processes for efficiency and performance.
• Documentation: Creating detailed documentation of the code and the automation processes for future reference and maintenance.
• Collaboration: Working with other teams or stakeholders to ensure that automation solutions meet business objectives.
• Troubleshooting: Identifying and fixing any issues or bugs that arise in the automation process.
• Training and Support: Providing training or support to end-users to ensure they can effectively use the automated solutions.
• Connect multiple data sources (SQL, Excel, Data tables)
• Develop, design and maintain Power BI dashboards and reports

Key skills & knowledge:

• Experience managing Workforce Operations in a Customer Care and/or BPO operation, with client and senior management interaction. Excellent knowledge of Workforce Management applications, technologies and key performance indicators.
• Expert knowledge and understanding of workforce planning programs and principles.
• The ability to work with management teams to ensure clear goals regarding service level agreements.
• Proven ability to manage people, processes, and technology.
• Strategic thinker and tactical implementer.
• Knowledge of Contact Centre methodologies and operational principles
• Knowledge of  Avaya
• Advanced knowledge of MS products, particularly Excel
• Excellent communication skills
• Analytical Able to analyze data and draw insights
• High level of accuracy and attention to detail
• Innovative and able to influence others
• Contact Centre Workforce Management experience
• Ability to simplify complex operations into repeatable processes
• Comfortable in a fast-paced environment
• Ability to make decision in time sensitive ambiguous situations
• Proficiency in VBA Programming: Strong ability to write, debug, and optimize VBA code, particularly within Microsoft Office applications like Excel and Access.
• Understanding of Business Processes: Ability to analyze and understand business processes to effectively automate them using VBA.
• Problem-Solving Skills: Strong analytical skills to troubleshoot and solve complex problems in the automation processes.
• Attention to Detail: Meticulousness in coding and testing to ensure accuracy and efficiency of automated tasks.
• Communication Skills: Ability to communicate technical concepts to non-technical stakeholders and collaborate effectively with team members.
• Documentation Skills: Ability to document procedures, code, and solutions clearly and concisely for maintenance and training purposes.
• Project Management: Basic understanding of project management principles to manage automation projects from conception to implementation.
• Experience with Microsoft Office Suite: Proficiency in using Microsoft Office applications, particularly Excel, Access, and Outlook.
• Experience in building interactive meaningful Power BI dashboards and reports for leadership reviews.

Education – Graduate

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.'