Job Title:
Supervisor, WFM (BPO)
Job Description
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.
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)
#LATAMCNX
Location:
Dominican Republic- Santo Domingo
Language Requirements:
Time Type:
Full time
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