Associate, Planning & Scheduling

Role and key responsibilities:

• Develop and maintain a comprehensive forecasting model, using regression analysis knowledge
• Utilize Workforce Management tools to forecast call volume, AHT and shrinkage to create staffing requirements
• Collaborate with tactical Workforce teams
• Determine yearly, monthly, daily and intraday staffing requirements by gathering data on contact center statistics, marketing campaigns, system events, etc.
• Coordinate and facilitate collaboration with Operations leadership, Marketing, Human Resources, Finance, IT, other outsourced partners to capture forecast and staff impacting activities
• Manage forecast results by providing feedback, input and reporting to business partners to develop more scientific and accurate forecasting methodologies
• Align call demand with agent supply to achieve key performance objectives (service level, utilization, budgeting, etc.)
• Provide long-term forecasts to Operations leaders and product owners in support of future strategic initiatives
• Conduct workforce simulations to provide advice regarding the impact of business strategies within contact centers
• Provide medium and short term forecast to account for changes in campaigns or volume disruptors

Key skills and knowledge:

• Overall 3+ years of Contact Center experience and good communication skills.
• 2+ years Planning and Scheduling experience.
• Experience normalizing and utilizing historical data for forecasting
• Exceptional analytical, problem solving and decision-making skills
• A deep understanding of numbers and ability to use statistical modeling
• Ability to provide business insight to multiple levels of management with appropriate level of detail
• Ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment
• IEx Scheduling Experience is must

Educational qualification: Graduation

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.