About the role

Aplyr's Quick Take

This role is focused on managing workforce scheduling in a customer service environment, ensuring that staffing levels meet service level agreements. You'll analyze data, create schedules, and collaborate with other teams to optimize operations. It's an individual contributor role that requires strong analytical and organizational skills.

Good fit

This position is ideal for someone with 2-3 years of experience in workforce management, particularly in a contact center setting. A detail-oriented person who thrives in a dynamic environment and has strong Excel skills will do well here.

Worth noting

The role offers a hybrid work contract and is situated in an international environment, which could be appealing for those looking for flexibility. However, the salary range may be on the lower side for experienced professionals in this field.

Job Title:

Sr. Representative, WFM Scheduling

Job Description

Concentrix Italy is looking for a Senior Representative – WFM Scheduling to join our Customer Service team.
The role is responsible for workforce scheduling and optimizing staffing plans to ensure service levels (SLA) are consistently met while balancing business needs and agent availability.
This position requires strong attention to detail, analytical thinking, and a proactive approach to managing operational changes.

Key Responsibilities:

Create, manage, and optimize schedules based on forecasts and SLA targets
Monitor real-time adherence and propose corrective actions when needed
Work closely with Forecasting and Operations teams to ensure proper staffing coverage
Analyze volume trends, productivity, and staffing data to improve efficiency
Manage shift swaps, absences, and time-off requests ensuring business continuity
Prepare reports and track WFM KPIs
Support continuous improvement initiatives within WFM processes

Requirements:

Minimum 2–3 years of experience in WFM Scheduling, preferably in Customer Service / Contact Center environments
Good knowledge of Contact Center KPIs (SLA, AHT, occupancy, shrinkage)
Experience with WFM tools (e.g., Genesys, NICE, Verint, or similar)
Strong Excel skills (data analysis, formulas)
Analytical mindset and problem-solving skills
Strong organizational and time management skills
Good communication and teamwork abilities
English level B1 (intermediate)

What We Offer:

Contract type: permanent
Hybrid contract time

Range (19.000 - 24.000)
Dynamic and international environment
Growth and development opportunities

Location:

ITA Lecce - Viale Risorgimento

Language Requirements:

English

Time Type:

Full time

Aplyr's read

Concentrix excels in delivering customer experience solutions globally, attracting professionals in technology and customer engagement to enhance business performance.
Synthesized from recent postings & public sources

What's promising

•Concentrix offers diverse career opportunities across technology and customer service roles.
•The company has a strong global presence, providing international career mobility.
•Investment in technology solutions enhances their competitive edge in customer engagement.

What to watch

•High employee turnover is a common issue in the BPO industry.
•Work-life balance can be challenging due to demanding client needs.
•Limited public information about career growth opportunities within Concentrix.

Why Concentrix

•Concentrix's focus on technology-driven customer solutions differentiates it in the BPO sector.
•The company supports bilingual and multilingual roles, reflecting its global client base.
•Concentrix's strategic partnerships enhance its service offerings and market reach.

Aplyr’s read is generated by AI from public sources. Was it useful?

About Concentrix

Concentrix

concentrix.com

View company

Concentrix is a global provider of customer experience solutions and technology, specializing in customer engagement and improving business performance.