WFM Sr. Analyst, Planning & Scheduling

Job Title:WFM Sr. Analyst, Planning & SchedulingJob DescriptionThe Resource Planner is responsible for developing/maintaining client Staff plans and Forecasts by analyzing trends, modelling AHT, Attrition, Shrink, forecasting assumptions and interpreting future client needs. They are analytical in nature and have an ability to apply critical thinking. A Resource Planner will build solid relationships with both our internal cross-functional teams and our client partnersJob Responsibilities1 YEAR as Scheduler is a must in CNXAnalyse information to develop Short and Long Term Forecasts for multiple clients.Analyse trending data to help build accurate assumptions of various Key Metrics for programs including Shrinkage, AHT and Attrition.Maintain a high level of quality and accuracy while managing capacity plans for multiple programs.Plan hiring and ramp down needs for your programs to maintain an acceptable level of staffing to meet business requirements.Lead Staffing Calls to discuss Staff Plan with Departments such as Operations, TA, Account Management, Training etc.Implementation & transition of new projects. Should possess skills in developing & coaching team members.Represent the Workforce Management Team in cross-directorate discussions, providing a resource-focused viewpoint and subject matter expertise.Implements productivity and revenue increase by driving efficiency and other related initiatives. Essential Criteria for the Internal and External ApplicantsMust have been in scheduling role for at least 12 Months.English B2knowldge with IEX schedulingBackground of Call center experienceExcellent written and oral communication skills required to interact with all levels of management & client representatives.Maintain confidentiality.Desirable Criteria for the External Applicants Only (outside Concentrix)WFM background (Scheduling and RTA) and knowledge with MS ExcelExperience with other WFM tools such as Teleopti, Genesys, etc.Ability to work independently with minimal supervision, meeting multiple deadlines in a high-pressure environment.Ability to plan well and set priorities based on needGood decision-making skillsAbility to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgroundsLocation:EGY Work-at-HomeLanguage Requirements:EnglishTime Type:Full timeIf you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California ResidentsR1648250