About the role
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:
The Lead WFM Analyst will act as a liaison between the Centralized and Site WFM teams.
The Lead WFM Analyst is responsible for team project organization, centralized and site interaction, planning and expediting/verifying the overall success of WFM management functionalities. Initiates and manages all WFM communications between centralized and site teams, and leadership.
As a core and major responsibility candidate should be able to Monitor real-time queue, schedule adherence & attendance.
Resolve escalated issues and requests from site management
Root cause analysis of SLA deviations, action plan development and resolution
Optimize breaks the day of or day before the actual schedule
Schedule ADHOC intra-day training requests and update schedules
Produce and analyze daily efficiency reports (representative availability, access level etc.)
Key daily exception requests and update schedules
Crosstrain with Scheduling Analyst
Attend centralized and/or site management meeting, as required
Cater to real time adhoc requests as and when required Preparation of daily / Weekly / Monthly MIS reports & presentations / decks
Key Skills and Knowledge:
Required good communication skills.
Required good knowledge of MS Excel & Power point.
Clarity on basic WFM metrics must require i.e. service level, AHT, Shrinkage, attrition etc
Proficiency with computers
Willing to work 24*7
A candidate with Scheduling & Forecasting skills will be preferred.
Ability to handle pressure situations
Driving for self-learning and knowledge enhancement
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