Manager II, WFM

Concentrix 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 customer expectations.

Role and Key Responsibilities:
 

• Supervise a group of team leads, and is primarily responsible for delivering to SLAs, schedule for tasks performed and managing process improvements where required.

• Drive team performance, KPI management, reporting, taking resource decisions, AI planning.

• Handle day to day operations with focus on analytics, coaching, recognition, and performance management.

• Interact regularly with the clients to share updates, lead operational and project/ program level reviews.

• Ensure client and employee satisfaction and reduce attrition by working closely with HR, while also collaborating with other process owners and training and quality managers to share best practices and drive higher results.

• Overall expert in all the functions of WFM and ability to upskill the team.

Key skills & knowledge:
 

• 8+years years of relevant WFM user experience across all disciplines, with expertise in planning and allocating resources. 2+ years’ experience in Workforce Management tools preferably on Verint.

• Knowledge of Contact Centre methodologies and operational principles

• Excellent communication skills

• Thought leadership, Outcome focused.

• Expertise in creating Visio Charts/Lucid Charts.

• Responsible and accountable for defining & developing Process Strategy, Tools, & Solutions for delivery of WFM Disciplines (Forecasting, Capacity Planning, Scheduling, Activity Management, Real-time Adherence and Performance Tracking) 

• Awareness of the Industry trends/ Upcoming technologies which would impact the Contact Center Industry.

• Knowledge of Contact Center Telephony/IVR and routing platforms.

• Contact Centre Workflow Management experience
   

Educational Qualification: Graduation
 

Disclaimer: -

'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 letter head with authentic signatures of appropriate Concentrix authorities.'