محلل جدولة إدارة القوى العاملة (WFM)

About the Role

Concentrix is seeking an Analyst, WFM Scheduling for a full-time position. This role is responsible for all administrative and scheduling duties within the Workforce Management (WFM) framework, working closely with Operations and Training teams to optimize intraday activities and adapt to changing arrival patterns.

Key Responsibilities

• Manage schedule creation and ongoing maintenance.
• Conduct intraday planning and reporting.
• Perform agent maintenance on WFM systems.
• Oversee annual leave management.
• Maintain overall WFM tools and reporting mechanisms.
• Collaborate with Operations and Training teams to plan intraday activities effectively.
• Identify and analyze potential changes in arrival patterns.

Required Qualifications and Experience

• 0-1 years of experience in a similar role or at least 1 year in a Real-Time Analyst (RTA) position.
• Applicants must be from the RTA department or possess proven scheduling experience.
• Proficiency in using the IEX **** WFM tool for real-time monitoring and schedule communications.
• No warnings or Performance Improvement Plans (PIP) within the last 6 months.
• Demonstrated 100% capability to work from home, including a suitable environment, stable internet connection, and commitment.
• Proficiency in resource scheduling and intraday management applications.
• Proficiency in Microsoft Office or Google Docs.

Essential Skills

• Ability to multi-task and meet timelines for deliverables.
• Proven experience consulting with all levels of management, peers, and teams.
• Detail-oriented approach to tasks.
• Strong analytical, numerical, and problem-solving skills.
• Effective organizational and time management skills.
• Ability to respond quickly and logically in a fast-paced environment, making accurate decisions under pressure.
• Strong team-building and leadership skills, coupled with strong logical thought processes.
• Excellent written and verbal communication skills for interaction with internal stakeholders and client representatives.
• Ability to extract, manipulate, and present data from WFM applications or manual platforms.

Work Environment and Schedule

This role requires flexibility with working hours, covering shifts between morning and midday. Shifts may extend to pre-midnight coverages as business demands necessitate.