Analyst, Planning & Scheduling

Responsibilities

• Develop, manage, and maintain comprehensive weekly work schedules for engineer teams using eWFM tools.
• Act as the single point of contact for the Business Unit regarding scheduling activities.
• Forecast upload, generate Intraday Patterns (IDP), and optimize schedule generation.
• Recommend required headcount to sites and partners by running various scheduling scenarios.
• Coordinate with stakeholders to gather requirements, priorities, and timelines for scheduling.
• Implement automation solutions for shift creation, time-off approvals, and schedule adjustments to improve efficiency.
• Monitor mailboxes and manage real-time exceptions and schedule changes via email requests.
• Drive continuous improvement by leveraging data analytics and exploring RPA opportunities to minimize manual interventions.

Requirements

• Graduation degree in a relevant field.
• Proven experience in Contact Centre Workforce Management (WFM).
• Extensive experience with WFM software, specifically IEX or Alvaria (Alvaria preferred).
• Proficiency in MS Office, SQL, and PowerBI.
• Ability to work in a 24/7 shift environment.
• Strong problem-solving skills and the ability to multitask in a fast-paced, time-sensitive environment.

Preferred Qualifications

• Previous experience in team handling or leadership roles.
• Exposure to leave management systems.
• Ability to simplify complex operations into repeatable, automated processes.

About the Company

Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance for some of the world’s best brands. We design, build, and run fully integrated, end-to-end solutions across the entire enterprise, helping companies better connect with their customers through technology, design, data, and people.