Analyst, Planning & Scheduling

Overview

The Analyst, Planning & Scheduling role at Concentrix is responsible for building and maintaining weekly work schedules, intraday patterns and headcount plans for engineer teams using the Workforce Management scheduling tool (eWFM).

What you'll do

• Administer the processing of individual clusters' engineer teams' weekly work schedules and schedule training and other special events.
• Develop, manage and maintain comprehensive schedules, acting as single point of contact for the business unit.
• Set up the structure for core scheduling activities.
• Upload forecasts and generate Intraday Patterns (IDP).
• Generate and optimize schedules.
• Review IDP (requirement vs schedule) with sites and partners.
• Recommend required headcount with sites and partners by running different scheduling scenarios.
• Generate IDP and calibrate it in the IDP template based on shrinkage applied per trending IR %.
• Coordinate with stakeholders to gather requirements, priorities and timelines for scheduling activities.
• Ensure resource allocation aligns with project goals and organizational capacity.
• Lead and motivate team members to achieve scheduling objectives efficiently.
• Establish quality control measures to ensure accuracy and consistency in scheduling outcomes.
• Drive continuous improvement initiatives to enhance scheduling processes and team performance.
• Implement and oversee automation solutions for shift creation, time-off approvals and schedule adjustments.
• Identify inefficiencies in manual scheduling processes and implement automation to improve accuracy and efficiency.
• Leverage machine learning and data analytics to enhance workforce scheduling models.
• Stay updated with emerging technologies in WFM, automation and AI-powered workforce optimization.
• Explore RPA opportunities to minimize manual interventions in scheduling.
• Benchmark against industry leaders to adopt best practices in scheduling innovation.
• Monitor the mailbox and manage the workload.
• Actively update real-time exceptions and schedule changes through email requests.

What you'll need

• Graduate (educational qualification).
• Good knowledge of MS Office tools, SQL and PowerBI.
• Excellent communication and interpersonal skills.
• Proficiency with computers.
• Willingness to work in a 24*7 shift environment.
• Drive for self-learning and knowledge enhancement.
• Exposure to the leave management system.
• Contact Centre Workforce Management experience.
• Extensive experience with WFM software.
• Experience in IEX and Alvaria WFM tool is required, preferably Alvaria.
• Ability to simplify complex operations into repeatable processes.
• Comfortable in a fast-paced environment.
• Ability to make decisions in time-sensitive, ambiguous situations.
• Ability to multitask and manage multiple projects simultaneously.

Nice to have

• Team handling experience.

Details

• Location: IND Bangalore - 2nd Floor Divyasree Towers Bannerghatta Main Road.
• Time type: Full time.
• Willingness to work in a 24*7 shift environment.