Job description 

The person will be responsible for Queue Performance/Scheduling the workforce for clients and assess the schedules at enterprise level.

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:

Skill-Based Scheduling for agents

Defines agents according to skills and proficiencies

Agent Access & Allows agents to view schedules and acknowledge changes

Captures, categorizes and measures all “non-working time”, e.g. vacation, meetings, breaks training. & Schedule Inefficiency

Compares over/under staffing with total staffing hours.  Measures the effectiveness and quality of scheduling.

Review the projected performance for the sites on a near term basis. i.e. weekly/ fortnightly.

Support schedule planning 30days to 2 years in advance

Build, review and plan requirements based on forecasting information for production headcount by day by interval for the supported time frame (requirements base don KPI such as in and out of office shrink.

Review the projected scheduled performance and review over/ under.

Take corrective action on the over/ under analysis and make recommendation on schedule changes, reskilling, realignment of agents across sites

Review DOW and Intraday Patterns and Support VTO/OT/PTO requests

AHT profiling

Assumption Management and Support admin features of schedules tools to include rules.

Key skills & knowledge:

Proficiency in WFM tool- IEX WFM

Proficiency in scheduling of agents across multisite and a multiskilling environment.

Strong process and mathematical orientation

Root Cause Analysis, proactive management & data presentation

Analytical bent of mind and strong process and mathematical orientation

Knowledge of Contact Centre methodologies and operational principles.

Complete understanding of overall operational activities including phone, email, chat, community and social media support.

Effective communication skill.

Advanced knowledge of MS products, particularly Excel, PowerPoint.

Proficiency with computers

Willing to work in a 24*7shift environment

Drive for self-learning and knowledge enhancement

Ability to simplify complex operations into repeatable processes

Comfortable in fast-paced environment

Ability to make decision in time sensitive ambiguous situations

Educational Qualification: Graduation