Job Description – Analyst, Scheduling

Company: Concentrix
Location: Hyderabad
Experience: 2+ years of relevant experience
Qualification: Graduation

About Concentrix

Concentrix is a global business services company focused on customer engagement, technology, and improving business performance.

Roles & Responsibilities

• Develop capacity and staffing plans based on demand forecasts and historical data.

• Analyze volumes, AHT, headcount, shrinkage, and staffing requirements.

• Identify staffing gaps and recommend shift changes and hiring plans.

• Prepare short-term and long-term workforce capacity plans.

• Monitor actual performance against planned staffing and analyze variances.

• Coordinate with WFM, Operations, and client teams to optimize resource utilization.

• Maintain historical data, prepare reports, and conduct scenario analysis.

Required Skills

• Strong analytical and mathematical skills.

• Understanding of contact centre metrics and workforce planning.

• Knowledge of capacity planning, forecasting, and data modelling.

• Good communication and stakeholder management skills.

• Experience in multi-site or multi-vendor environments is preferred.

• Knowledge of Anaplan is an added advantage.