Representative, WFM Scheduling

Responsibilities

• Perform demand forecasting by analyzing historical volume, seasonality, campaigns, and trends.
• Utilize statistical models and WFM tools to project future workloads.
• Execute capacity planning by calculating required agent counts per interval, considering metrics such as AHT, shrinkage, SLA, and occupancy.
• Manage headcount planning to determine hiring or redistribution needs in collaboration with HR and Operations.
• Conduct scenario simulations to evaluate the impact of schedule changes, absences, or new business lines.
• Generate reports and dashboards to provide actionable recommendations for decision-making.
• Participate in post-mortem analyses to investigate deviations between forecasted and actual results.

Requirements

• Proven experience in demand forecasting and capacity planning.
• Strong understanding of headcount planning and resource alignment.
• Proficiency in statistical modeling and scenario simulation.
• Ability to create and manage reporting and dashboards.
• Experience using WFM (Workforce Management) tools and software.

About the Company

Concentrix is a global technology and services leader that powers the brands of the future. We help over 2,000 of the world's best brands solve their toughest business challenges by designing, building, and running fully integrated, end-to-end solutions across the entire enterprise.