Create and maintain staffing models in Calabrio aligned with service level, occupancy, productivity, and utilization targets.
Conduct interval-level forecasting, staffing, and planning analysis leveraging Calabrio scheduling and planning functionalities.
Calabrio Administration & System Management
Manage and administer Calabrio WFM configurations and settings.
Handle user access management, permissions, and role administration.
Configure business units, teams, queues, activities, and scheduling rules.
Perform maintenance of forecasting and scheduling configurations.
Troubleshoot Calabrio-related issues and coordinate with vendor support when required.
Validate data integrations and ensure data accuracy across systems.
Support upgrades, testing, and implementation activities within Calabrio.
Scheduling & Real-Time Support
Create and maintain optimized schedules within Calabrio.
Monitor schedule adherence and staffing variances.
Partner with Real-Time Management (RTM) teams for staffing optimization.
Identify scheduling improvement opportunities to enhance operational efficiency.
Reporting & Analytics
Prepare weekly, monthly, and executive-level workforce planning reports and dashboards with actionable insights using Calabrio reporting capabilities.
Present operational insights and recommendations to stakeholders.
Automate recurring reports wherever applicable.
Stakeholder Management
Participate in governance calls and provide workforce recommendations.
Ensure planning alignment with business objectives and operational goals.
Required Skills & Qualifications
Mandatory Skills
Strong expertise in Forecasting, Capacity Planning, and Scheduling.
Hands-on experience in Calabrio ONE Workforce Management.
Strong knowledge of Calabrio Administration and configuration.
Experience in interval-level forecasting and staffing calculations.
Good understanding of shrinkage planning and scheduling optimization.
Advanced Microsoft Excel skills (Pivot Tables, Lookup functions, Power Query preferred).
Strong analytical and problem-solving skills.
Excellent communication and stakeholder management skills.
Preferred Skills
Experience in BPO / Contact Center environment.
Knowledge of SQL, Power BI, or Tableau is an added advantage.
Exposure to automation initiatives and reporting enhancements.
Understanding of multi-skill and multi-channel planning.
Key Metrics Exposure
Service Level (SL)
Average Handle Time (AHT)
Occupancy
Shrinkage
Forecast Accuracy
Schedule Efficiency
Staffing Utilization
Adherence & Conformance
Educational Qualification: Graduation in any discipline
Disclaimer: -
'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for ‘recruitment’, ‘processing’ or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letterhead with authentic signatures of appropriate Concentrix authorities.
Location
IND Gurgaon -Bld 14 IT SEZ Unit 1, 5, 6, 17 Fl
Language Requirements
Time Type
Full time
