Lead WFM

ROLE : Associate, Planning & Scheduling
DESIGNATION : Lead WFM LOCATION : Gurgaon and Chandigarh Educational Qualification :Graduation CTC :- 5.5 LPA Process Domestic or International :- Domestic Process 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:  Create Capacity Plans for Enterprise and co-create with partners for their sites.  Prepare, monitor and generate appropriate mathematical models and leverage WFM Tools to generate staffing requirements.  Oversee the overall Capacity planning for HC.  Continuously monitor the performance against the plans and refine and redefine assumptions as and when required.  Modelling FTE requirement for long term and Short-term including capacity recommendations to close gaps and optimize resources.  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  Own HC reconciliation with partner WFM teams  Assumption Management Key skills & knowledge:  Graduate with Overall experience 1-3 years in a planning /Scheduling role.  Experience in managing 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 for planning risk identifications  Analytical and good understanding of Contact Centre metrics  Strong Communicator and decision maker  Strong attention to detail and sense of professionalism and ability to develop relationships.  Team player with willingness to learn and drive to achieve.  Advanced proficiency in MS Excel  Skill to automate reports - preferred.  Ability to handle pressure situations.  Ability to spot, correct and highlight errors.  Ability to simplify complex operations into repeatable processes.  Ready to work in dynamic 24*7 shift environment.