{"id":2913082,"url":"https://alion.io/job/concentrix-sr-analyst-wfm-forecasting-2","title":"Sr. Analyst, WFM Forecasting","company":{"id":84,"name":"Concentrix","domain":"concentrix.com","url":"https://alion.io/company/concentrix","size_band":"5000+","is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"C","score":65,"open_postings":986,"ghost_share":0.58,"stale_share":0,"repost_share":0.007,"time_to_fill_p50_days":26,"computed_at":"2026-11-01T06:10:25Z"}},"role":"Analytics","role_family":"Analytics","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Gurgaon, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":7,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Excel","optional":false},{"name":"Power BI","optional":true},{"name":"SQL","optional":true},{"name":"Tableau","optional":true}],"status":"live","first_seen_at":"2026-10-16T00:00:00Z","employer_posted_date":"2026-10-16","last_verified_at":"2026-11-01T07:20:56Z","board_verified":true,"closed_at":null,"days_open":16,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":16},"description":"Job Title:\nSr. Analyst, WFM ForecastingJob Description\nDesignation: Analyst - Sr. Analyst, WFM Forecasting\nProfile: Analyst - Sr. Analyst, WFM Forecasting\nLocation: Gurgaon\nYears of Experience: 7-8 Years\nAbout the Company\nConcentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and meet customer expectations.\nJob Summary\nWe are seeking an experienced Workforce Management (WFM) professional with strong expertise in forecasting, capacity planning, scheduling, and advanced administration knowledge of Calabrio ONE. The ideal candidate should have hands-on experience in contact centre workforce planning, Calabrio configuration, reporting, and system administration activities while supporting operational efficiency and service level achievement.\nRole and Key Responsibilities:\n\nForecasting, Planning & Calabrio Expertise\nUtilize advanced forecasting capabilities within Calabrio to prepare short-term, mid-term, and long-term contact volume forecasts.\nAnalyze historical trends, seasonality, shrinkage patterns, and business drivers using Calabrio forecasting tools to ensure forecast accuracy.\nPerform capacity planning, workload analysis, and FTE calculations within Calabrio based on operational and business requirements.\nCreate and maintain staffing models in Calabrio aligned with service level, occupancy, productivity, and utilization targets.\nConduct interval-level forecasting, staffing, and planning analysis leveraging Calabrio scheduling and planning functionalities.\n\nCalabrio Administration & System Management\nManage and administer Calabrio WFM configurations and settings.\nHandle user access management, permissions, and role administration.\nConfigure business units, teams, queues, activities, and scheduling rules.\nPerform maintenance of forecasting and scheduling configurations.\nTroubleshoot Calabrio-related issues and coordinate with vendor support when required.\nValidate data integrations and ensure data accuracy across systems.\nSupport upgrades, testing, and implementation activities within Calabrio.\nScheduling & Real-Time Support\nCreate and maintain optimized schedules within Calabrio.\nMonitor schedule adherence and staffing variances.\nPartner with Real-Time Management (RTM) teams for staffing optimization.\nIdentify scheduling improvement opportunities to enhance operational efficiency.\nReporting & Analytics\nPrepare weekly, monthly, and executive-level workforce planning reports and dashboards with actionable insights using Calabrio reporting capabilities.\nPresent operational insights and recommendations to stakeholders.\nAutomate recurring reports wherever applicable.\nStakeholder Management\nParticipate in governance calls and provide workforce recommendations.\nEnsure planning alignment with business objectives and operational goals.\nRequired Skills & Qualifications\n\nMandatory Skills\nStrong expertise in Forecasting, Capacity Planning, and Scheduling.\nHands-on experience in Calabrio ONE Workforce Management.\nStrong knowledge of Calabrio Administration and configuration.\nExperience in interval-level forecasting and staffing calculations.\nGood understanding of shrinkage planning and scheduling optimization.\nAdvanced Microsoft Excel skills (Pivot Tables, Lookup functions, Power Query preferred).\nStrong analytical and problem-solving skills.\nExcellent communication and stakeholder management skills.\nPreferred Skills\nExperience in BPO / Contact Center environment.\nKnowledge of SQL, Power BI, or Tableau is an added advantage.\nExposure to automation initiatives and reporting enhancements.\nUnderstanding of multi-skill and multi-channel planning.\nKey Metrics Exposure\nService Level (SL)\nAverage Handle Time (AHT)\nOccupancy\nShrinkage\nForecast Accuracy\nSchedule Efficiency\nStaffing Utilization\nAdherence & Conformance\nEducational Qualification: Graduation in any discipline\nDisclaimer: -\n'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.\nLocation:\nIND Gurgaon -Bld 14 IT SEZ Unit 1, 5, 6, 17 FlLanguage Requirements:\nTime Type:\nFull time","description_format":"text","description_chars":4536,"description_truncated":false,"requirements":{"experience_years_min":7,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Business Process Outsourcing (BPO)","Call Center Services"],"lifecycle":[{"event":"open","at":"2026-10-27T18:24:35Z"}],"visa":[],"liveness":{"score":55,"band":"ok","label":"Likely open","p_open":1,"p_active":0.61,"p_room":0.9,"age_days":16,"expected_fill_days":26,"reasons":["conf:0","stale_co","velocity","win:mid","comp:brand"],"computed_at":"2026-11-01T06:10:25Z"},"pay":null,"html_url":"https://alion.io/job/concentrix-sr-analyst-wfm-forecasting-2","json_url":"https://alion.io/job/concentrix-sr-analyst-wfm-forecasting-2.json","meta":{"generated_at":"2026-11-01T08:42:09Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":13500,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-02T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":84},"rest":"https://alion.io/mcp/rest/get_company?id=84"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fconcentrix-sr-analyst-wfm-forecasting-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fconcentrix-sr-analyst-wfm-forecasting-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fconcentrix-sr-analyst-wfm-forecasting-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/concentrix-sr-analyst-wfm-forecasting-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fconcentrix-sr-analyst-wfm-forecasting-2"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":2913082}},{"tool":"search_jobs","arguments":{"company":"concentrix.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":2913082},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}