Senior Analyst, Forecasting
Year Gurugram, Haryana, India
Job Description
b'
Workforce Management (WFM)
Location
Gurugram, India
Job Title: Senior Analyst, Forecasting 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:
- Develop and maintain a comprehensive forecasting model.
- Utilize Workforce Management tools to forecast call volume, AHT, and shrinkage to create staffing requirements.
- Collaborate with tactical Workforce teams.
- Determine yearly, monthly, daily, and intraday staffing requirements by gathering data on contact center statistics, marketing campaigns, system events, etc.
- Coordinate and facilitate collaboration with Operations leadership, Marketing, Human Resources, Finance, IT, and other outsourced partners to capture forecast and staff impacting activities.
- Manage forecast results by providing feedback, Input and reporting to business partners to develop more scientific and accurate forecasting methodology.
- Align call demand with agent supply to achieve key performance objectives (service level, utilization, budgeting, etc.)
- Provide long-term forecasts to Operations leaders and product owners in support of future strategic initiatives.
- Conduct workforce simulations to provide advice regarding the impact of business strategies within contact centers.
- Provide medium- and short-term forecast to account for changes in campaigns or volume disruptors.
Key skills & knowledge:
- Graduate with overall 1+ years of Contact Center experience and good communication skills.
- 2+ years\xe2\x80\x99 Workforce Management.
- Proficiency in Mathematical and Statistical modelling (RStudio, python)
- Experience normalizing and utilizing historical data for forecasting.
- Strong business acumen combined with exceptional communication skills.
- Exceptional analytical, problem solving and decision-making skills.
- A deep understanding of numbers and ability to use statistical modeling.
- Ability to provide business insight to multiple levels of management with appropriate level of detail.
- Ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment.
Location: IND Gurgaon - Bld 14 IT SEZ Unit 1, 5th, 6th and 17th Flr Language Requirements: Time Type: Full time If 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 Residents
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Job Detail
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Job IdJD3273604
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationGurugram, Haryana, India
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EducationNot mentioned
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ExperienceYear