Summary

The Supervisor WFM, will be responsible for the supervision of the Real-Time team. This position will maintain the internal policies and procedures, support operations and RTA analysts in identifying trends, providing input on metric improvements, including forecast versus actuals.

Description

Responsibilities:

• Ensures the successful delivery of WFM support and acts as a liaison between WFM Shared Services and Operations organization.

• Manage and lead the Real Time Analysts providing coach and feedback on a weekly basis.

• Active participation on the Forecast and Capacity plan meetings.

• Lead Real time, Analytics and Reporting processes.

• Implement strategic planning processes and share best practices inside the teams

• Guarantee the accuracy of all WFM processes

• Provide climate actions to guarantee a work environment connected to the CNX values.

• Guarantee that all WFM members are compliant with WFMU.

Requirements:

• Proficient in Excel and other Microsoft Office tools

• 2 years’ and a solid experience in WFM.

• Experience with WFM tools (IEX, Calleo and Genesys Cloud), eStart, WorkDay, among others.

• Multi-program / Multi-campaign experience

• Ability to multi-task and meet timelines on deliverables

• Effective communication skills, both written and verbal

• Detail oriented

• Results oriented

• Change Management

• Build Strategic Relationships with stakeholders

• Quick learner and self-starter

• Associate's degree in related field not required but is a plus

• Proficient in English

For internal candidates:

• At least 1 year of tenure at Concentrix and in current role

• No Disciplinary Action (DA) issued in the past 3 months

• Good attendance and performance record (meeting KPI’s or objectives for the past 3 months)

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