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Associate, Planning & Scheduling

  • Job
    Full-time
    Mid Level
  • Customer Relations
    Business, Operations & Strategy
  • Bangalore

AI generated summary

  • You need a Bachelor's degree, 3+ years in a contact center, strong English skills, and experience in planning calls/emails/social media, plus advanced MS Excel and PowerPoint skills.
  • You will manage capacity planning, headcount forecasting, and reconciliation, prepare monthly reports, analyze workforce metrics, and seek process improvements for operational efficiency.

Requirements

  • Candidates must possess Bachelor ’s Degree, Post Graduate Diploma or Professional Degree in any field.
  • Ideal candidature would be 3+ YEARS’ experience in Contact Centre.
  • Good Command of English both written and spoken
  • Experience in planning for Calls/e-mails/social media etc...
  • Strong skills of MS office (specialized MS Excel & Power Point)
  • Educational Qualification: Graduation

Responsibilities

  • Build and maintain operational functions capacity plan
  • Headcount reconciliation - Coordinate the global use of the headcount forecasting system with a focus on data accuracy and key stakeholder understanding. Act as a point of contact.
  • FTE Financial submission (which is done quarterly review on Cost)
  • Manage capacity plan reviews with Ops leads
  • Manage the headcount forecasting process with consideration of known business events and strategies
  • Prepare monthly reports summarizing the headcount forecast at the corporate and business group levels. Present and discuss reports with leadership including analysis and commentary on key trends and observations.
  • Work with a continuous improvement mind set to identify opportunities to improve and simplify processes and programs to deliver enhanced outcomes, reductions in re-work and alignment to resourcing capacity.
  • Analyze and report on critical workforce metrics to enable leadership decision support.

FAQs

What is the job title for this position at Concentrix?

The job title is Associate, Planning & Scheduling.

What are the main responsibilities of the Associate, Planning & Scheduling role?

The main responsibilities include building and maintaining operational functions capacity plans, headcount reconciliation, managing the headcount forecasting process, preparing monthly reports, and analyzing workforce metrics.

What type of educational qualifications are required for this position?

Candidates must possess a Bachelor's Degree, Post Graduate Diploma, or Professional Degree in any field.

How many years of experience are preferred for this role?

Ideal candidates should have 3+ years of experience in a Contact Centre environment.

What language skills are necessary for this position?

A good command of English, both written and spoken, is required.

What specific technical skills are required for this role?

Strong skills in MS Office, particularly MS Excel and PowerPoint, are required.

Is there a focus on continuous improvement in this role?

Yes, the role requires a continuous improvement mindset to identify opportunities that enhance outcomes and streamline processes.

Where is this position located?

The position is located in Bangalore, at the Ecospace Bus Park.

What is the time commitment for this role?

This is a full-time position.

Is there any disclaimer regarding recruitment fees associated with this position?

Yes, Concentrix does not ask candidates for any fees related to recruitment or processing. All official correspondence will be printed on Concentrix letterhead.

Consulting
Industry
10,001+
Employees

Mission & Purpose

We’re Concentrix. A global technology and services leader that powers the world’s best brands, today and into the future. We’re human-centered, tech-powered, intelligence-fueled. Every day we design, build, and run fully integrated, end-to-end solutions at speed and scale across the entire enterprise.