Senior Analyst - Workforce Management Scheduling

Job Overview

Concentrix is a global technology-driven business services provider focused on customer engagement and enhancing business efficiency. We collaborate with forward-thinking leaders worldwide to prepare their organizations for future challenges while exceeding competition and customer expectations.

Primary Responsibilities

• Create skill-based schedules for internal agents, aligning them by proficiency.
• Define and classify agents according to their skill sets and proficiency levels.
• Manage agent access to schedules, enabling viewing and acknowledgment of any changes.
• Track, classify, and measure all non-working time components such as vacations, meetings, breaks, and training sessions, as well as schedule inefficiencies.
• Assess overstaffing and understaffing by comparing actual staffing hours to planned hours, evaluating schedule quality and effectiveness.
• Review near-term site performance projections weekly or biweekly.
• Assist in long-term schedule planning spanning from 30 days up to two years.
• Develop, analyze, and plan staffing requirements based on forecast data for production headcount segmented by day and time intervals, considering key performance indicators including in-office and out-of-office shrinkage.
• Evaluate scheduled performance forecasts, identifying overstaffing or understaffing trends.
• Implement corrective measures for staffing imbalances and recommend schedule alterations, agent reskilling, or realignment across multiple sites.
• Analyze daily and intraday staffing patterns; support voluntary time off (VTO), overtime (OT), and paid time off (PTO) requests.
• Perform Average Handle Time (AHT) profiling to optimize schedules.
• Manage scheduling assumptions and support administrative functions within scheduling tools, including rules management.

Required Skills and Qualifications

• Excellent written and verbal communication skills in English, corresponding to at least B2 proficiency level.
• Minimum of one year of experience scheduling using Workforce Management (WFM) tools; experience with EWFM is advantageous.
• Ability to schedule agents in a multi-site and multi-skilling operational environment.
• Strong analytical capabilities with a focus on process optimization and quantitative analysis.
• Proficient in root cause analysis, proactive operational management, and data visualization.
• Thorough understanding of contact center methodologies and operational principles, including phone, email, chat, community, and social media support channels.
• Advanced proficiency in Microsoft Office applications, particularly Excel and PowerPoint.
• Availability and willingness to work flexible shifts including nights and weekends as part of a 24/7 operation.
• Self-motivated with a commitment to continuous learning and knowledge improvement.
• Skilled in simplifying complex operational workflows into repeatable, scalable processes.
• Capable of making effective decisions under time constraints and ambiguous circumstances.
• Educational qualification: Graduate degree.

Additional Information

Concentrix does not and will never request candidates to pay any fees for recruitment or offer letters. All official correspondence is issued on company letterhead with proper authorized signatures.