Join Concentrix, a global leader in customer experience solutions, as a Forecasting Analyst within the Workforce Management (WFM) team. You’ll play a key role in planning, analyzing, and refining forecasting models that directly impact business efficiency and contact center operations.
Key Skills Required
- Strong proficiency in Excel and Power BI
- Hands-on experience with time series forecasting
- Ability to analyze large and complex datasets
- Understanding of BPO contact center metrics (Contact Volume, AHT, SLA)
- Knowledge of WFM tools and techniques
- Strong presentation, communication, and stakeholder collaboration skills
Responsibilities
- Own and manage forecasting and budget planning models
- Analyze trends using historical data and update short- and long-term forecasts
- Collaborate with business teams to refine models and integrate business inputs
- Generate accurate contact volume and staffing forecasts
- Maintain documentation of processes and update workflows as needed
- Present data-driven insights to management with clarity and impact
Qualifications & Experience
- Graduate in any discipline
- 6 months to 2 years of experience in forecasting within a BPO/contact center environment
- Solid foundation in statistics, analytics, and business acumen
Why Join Concentrix?
- Be part of a global company that values innovation and growth
- Work in a data-driven, technology-enabled environment
- Gain exposure to real-time forecasting tools and strategic planning
- Grow in a culture that emphasizes collaboration, communication, and operational excellence
