12th Pass, Graduates Vacancy at Concentrix: Check More Details

Overview:

Concentrix is hiring eligible and interested applicants for the post of Manager I WFM at their Gurgaon, India location. You are responsible for Create Capacity Plans for the Enterprise and co-create with partners for their sites, Preparing, monitoring, and generating appropriate mathematical models, and leveraging WFM Tools to generate staffing requirements.

To complete details for this job are as follows.

Role and 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
• Work on the overall Capacity planning for HC
• Continuously monitor the performance against the plans and refine and redefine assumptions as and when required
• Modeling FTE requirement for long 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
• Assumption Management
• Own HC reconciliation with partner WFM teams.

Key Skills & Knowledge

• Overall, 2-3 years in a planning role for a contact center.
• Experience in managing Capacity Plans for a multi-site and multi-vendor environment
• Strong process and mathematical orientation
• Experience of simulations and scenario planning
• Experience of stakeholder management and aptitude of planning risk identifications
• Analytical and good understanding of Contact Centre metrics
• Strong business acumen
• Should be a good communicator and a collaborator
• Strong Communicator and decision maker
• Experience of Verint will be an added advantage.
• Strong attention to detail and sense of professionalism and ability to develop relationships

Qualification :- Graduate or either 12 + 3 yr diploma holder

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