Analyst WFM Scheduling

About the Role

Concentrix is seeking an Analyst WFM Scheduling to join their team in Riyadh, Saudi Arabia. This full-time role involves managing all administrative and scheduling duties within the Workforce Management (WFM) framework. The Analyst will be responsible for maintaining and creating schedules, planning intraday activities, and managing agent data within WFM systems. The position requires close collaboration with Operations and Training teams to optimize intraday planning and adapt to changes in arrival patterns.

Key Responsibilities

• Perform schedule maintenance and creation.
• Conduct intraday planning and reporting.
• Manage agent data within WFM systems.
• Oversee annual leave management.
• Maintain overall WFM tools and reporting.
• Collaborate with Operations and Training teams for intraday activity planning.
• Identify and respond to possible changes in arrival patterns.

Qualifications and Experience

• 0-1 years of experience in a similar role, or at least 1 year in a Real-Time Analyst (RTA) role.
• Applicants must be from the RTA department or possess proven scheduling experience.
• Demonstrated experience using the IEX **** WFM tool for real-time monitoring and schedule communications.
• Previous experience in the WFM field, encompassing both RTA and scheduling functions.
• Saudi citizens or individuals residing in KSA with valid work permits are eligible to apply.

Required Skills and Attributes

• Proficiency in resource scheduling and intraday management applications.
• Ability to multi-task and meet deliverable timelines.
• Proven experience consulting with all levels of management, peers, and teams.
• Proficiency in Microsoft Office or Google Docs.
• Detail-oriented with good 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, including logical thought processes.
• Excellent written and verbal communication skills for interacting with internal stakeholders and client representatives.
• Ability to extract, manipulate, and present data from WFM applications or manual platforms.

Work Environment and Conditions

• Must have no warnings or Performance Improvement Plans (PIP) for the last 6 months.
• Requires 100% capability to work from home, including a suitable environment, stable internet connection, and commitment.
• Flexibility with working hours is necessary, covering morning and midday shifts, with potential extension to pre-midnight coverages based on business demands.

Application Information

This full-time position offers an opportunity to contribute to Concentrix's WFM operations in Riyadh. Salary details will be disclosed during the recruitment process.