Job Title:
Manager II, WFM
Job Description
The WFM Manager II is responsible for managing a team to develop accurate and timely forecasts, capacity plans, schedules, pre-day schedule management, intraday management, and post-day performance analysis in a multi-site/skill environment. This position is responsible for the execution of workforce strategy and achievement of client goals and Concentrix performance metrics.
Essential Functions/Core Responsibilities
- Review completed forecasts, schedules, and plans developed by team members to ensure completion, accuracy, and adherence to standards.
- Lead reviews of Workforce Management strategy to identify opportunities to improve utilization and develop new strategies to proactively respond to client needs.
- Partner with Business Development, Operations, and Clients to develop new models to support staffing and volume changes.
- Lead reviews of Call Center efficiency and customer service performance to ensure client needs and Concentrix financial performance are met.
- Partner with support functions (IT) to ensure that forecasting, planning, and scheduling tools/software are properly configured and maintained to support the Workforce Management team. Lead the development of forecasts, resource plans, and schedules for new programs
Candidate Profile
- Associate's degree in related field from a four-year college or university with more than ten years of relevant experience (with two to four years of Progressive Management Experience) preferred.
- Minimum six years related experience in operations, volumes management, and / or forecast, capacity planning, scheduling and real time management.
- Minimum two years of experience as WFM Manager.
- Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates.
- Advanced Microsoft Office skills.
- Proven ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment.
- Demonstrated ability to mentor, coach and provide direction to a team of employees.
- Demonstrated ability to take initiative and ownership with focus on continuous improvement.
- Excellent attention to detail.
- Demonstrated ability to foster customer service disposition and sense of professionalism for self and team.
- Solid understanding of the organization's business operations and industry. Demonstrated business acumen.
- Demonstrated ability to comprehend, analyze, and interpret. Ability to analyze large quantities of raw data to create strategic action plans
Location:
MEX Merida - EDIFICIO TORRE INDICO Calle 60 #1 Av. PROL. PASEO MONTEJO COLONIA VÍA MONTEJO
Language Requirements:
Time Type:
Full time
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