Analyst WFM Scheduling - Financial Services -… at CNX · Cape Town

Job Title: Analyst WFM Scheduling - Financial Services - Onsite - Cape Town

Job Description Are you the master of making the right schedule happen at the right time? Join Concentrix as a Planning & Scheduling Analyst and help keep our operations running like clockwork. In this role, you’ll turn data into action, build smart staffing plans, monitor real-time performance, and help teams deliver great customer experiences while hitting service and productivity goals. If you love Excel, workforce planning, reporting, spotting trends, solving problems on the fly, and working in a fast-paced environment, we’d love to hear from you. Experience with WFM tools like NICE IEX, Verint, Aspect, or Genesys will give you an edge. If you’re analytical, detail-driven, collaborative, and ready to make a real impact, this could be your next great move. What you’ll do

• As a Planning & Scheduling Analyst, you’ll be the person behind the plan.
• You’ll create, maintain, and optimize schedules that align staffing to forecasted demand and client requirements.
• Your work will directly support:
  • Service level achievement
  • Productivity
  • Cost efficiency
  • Employee utilization
  • Customer experience

Why this role matters

• You’ll work closely with operations leaders, workforce teams, and client stakeholders.
• You’ll help ensure schedules are:
  • Practical
  • Data-driven
  • Efficient
  • Responsive to changing business needs

What You’ll Be Doing

Own scheduling and staffing performance

• Build and manage schedules in an accurate and timely way.
• Track attendance and schedule performance against plan.
• Monitor delivery attainment in real time.
• Manage breaks, adherence, AHT, and service level metrics.

Spot trends and solve problems

• Review day-of-week and intraday patterns.
• Monitor plan vs actual performance by interval.
• Capture reasons for performance deviations.
• Manage assumptions and support AHT profiling.

Reporting and stakeholder communication

• Prepare daily, weekly, and monthly internal and client reports.
• Ensure reporting is accurate, timely, and actionable.
• Raise alerts when timelines are at risk.
• Communicate metric status and service level performance with client POCs and internal teams.

Collaborate across the business

• Work with operations, quality, training, and workforce teams.
• Help schedule training, coaching, shift bids, overtime, and time-off requests.
• Support staffing decisions based on business goals and intraday performance.
• Review current scheduling processes and recommend smarter, more efficient ways of working.

Drive business health

• Help develop staffing requirements for overhead, absences, time-off, and overtime.
• Identify schedule and plan changes in relevant systems and escalate where needed.
• Maintain WFM tools and setups such as IEX entities.
• Partner with planning and real-time teams to improve profitability and operational health.

What We’re Looking For

Strong analytical thinking

• You can interpret operational data and turn it into clear staffing plans.
• You can detect patterns, risks, and planning inefficiencies.
• You understand how workforce decisions affect business performance.

WFM knowledge

• You have a solid understanding of Workforce Management concepts.
• Experience with contact center or back-office staffing models is highly valuable.
• Familiarity with WFM platforms is preferred, including:
  • NICE IEX
  • Verint
  • Aspect
  • Genesys
  • Other workforce scheduling tools

Excel confidence

• You’re comfortable using Excel for planning and analysis.
• This includes:
  • Pivot tables
  • Formulas
  • Data validation
  • Charts
  • Lookup functions

Accuracy and communication

• You work with a high level of precision.
• You can explain workforce implications in simple, business-friendly language.
• You are comfortable working with cross-functional teams and senior stakeholders.
• You communicate clearly in reports, updates, and escalations.

Adaptability under pressure

• You respond quickly to changing demand and operational constraints.
• You make practical recommendations in a fast-moving environment.
• You balance service, people, and cost effectively.
• You can manage urgent schedule changes while keeping long-term planning on track.

Location: ZAF Cape Town - 19 Hertzog Blvd, Cape Town, 8000

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