Workforce Management Scheduling Analyst

Job Description

Concentrix India is seeking a Workforce Management Scheduling Analyst to optimize staffing schedules and support efficient contact center operations. The role involves creating workforce schedules, monitoring staffing levels, and ensuring operational requirements are met while balancing employee productivity and customer service goals. The ideal candidate should possess strong analytical skills, workforce planning experience, and proficiency in scheduling tools. This role plays a vital part in maintaining operational efficiency and service excellence.

Key Responsibilities
Develop and maintain workforce schedules based on business forecasts.
Monitor staffing requirements and schedule adherence.
Analyze workload trends and recommend staffing adjustments.
Coordinate shift planning, leave management, and resource allocation.
Generate workforce performance and scheduling reports.
Collaborate with operations managers to optimize staffing.
Monitor real-time service levels and workforce utilization.
Maintain accurate scheduling data within WFM systems.
Identify opportunities to improve workforce efficiency.
Support forecasting and capacity planning initiatives.