Analyst, Planning and Scheduling

Role Overview Concentrix is a globally recognized technology-enabled business services company operating across more than 40 countries and 6 continents. As an Analyst in Planning and Scheduling, you will be a key part of the Workforce Management team, ensuring efficient scheduling operations for engineer clusters and business units. This entry-level role is ideal for candidates looking to build a career in workforce management and operational analytics. Key Responsibilities - Use the Workforce Management scheduling tool (eWFM) to manage weekly work schedules for engineer teams, including training and special events - Develop, maintain, and optimize comprehensive schedules and act as the Single Point of Contact for the Business Unit - Forecast uploads and generate Intraday Patterns (IDP) while calibrating them based on shrinkage and trending IR percentages - Review IDP requirements versus schedules with sites and partners and recommend required headcount through various scheduling scenarios - Coordinate with stakeholders to gather scheduling requirements, priorities, and timelines while ensuring resource alignment with project goals - Identify inefficiencies in manual scheduling processes and implement automation solutions for shift creation, time-off approvals, and schedule adjustments - Leverage machine learning, data analytics, and RPA to enhance workforce scheduling models and reduce manual interventions - Monitor mailbox, manage workload, and handle real-time exceptions and schedule change requests via email - Stay updated with emerging technologies in WFM, automation, and AI-powered workforce optimization Required Qualifications - Graduate in any discipline - Good knowledge of MS Office tools, SQL, and Power BI - Experience with WFM software such as IEX and Alvaria (Alvaria preferred) - Contact centre workforce management background is advantageous - Exposure to leave management systems - Strong communication and interpersonal skills - Ability to multitask, manage multiple projects, and make timely decisions in ambiguous situations - Willingness to work in a 24x7 shift environment - Team handling experience is an added advantage Why Join Us Concentrix is a globally differentiated organization that invests in its people through continuous learning, innovation, and career growth opportunities. Join a dynamic team that is reshaping customer engagement and business performance for some of the world's leading brands.

- Proficiency in MS Office, SQL, and Power BI - Experience with Alvaria or IEX WFM tools - Contact centre workforce management knowledge - Strong communication and interpersonal skills - Ability to work in a 24x7 rotational shift environment - Problem-solving and multitasking ability - Exposure to leave management systems - Graduation in any stream - Ability to simplify complex processes into repeatable workflows - Self-learning mindset and adaptability to changing priorities

- Global work environment across 40+ countries - Career growth and learning opportunities - Technology-driven and innovative workplace - Exposure to AI, RPA, and workforce management tools