Sr. Supervisor, WFM

Job Title:

Job Description

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:

The Sr Supervisor an experienced WFM professional, who fosters a culture of excellence for the scheduling, forecasting, real-time, short term, long term, and program management functions of WFM.

· Should be aware of various WFM Disciplines, like forecasting, Planning, Intraday Management and Reporting.

· Monitor intraday performance of call volume and staffing levels across multiple locations, to ensure ongoing service performance is maintained, identifying, and responding to periods which require remediation tactics (e.g., adjusting schedules, canceling offline activities, procuring Overtime).

· Monitor, record, and escalate real-time schedule adherence impacts, including tardiness, absenteeism, and other schedule deviations.

· Drive real-time adherence to the expected capacity against the actual performance to achieve service levels and efficiency metric goals

· Collaborate with managers and drive Real Time Management activities for our global Support teams.

· Produce WFM reports and recommend action plans to maintain healthy SLAs and Productivity across all teams.

· Collaborate effectively to ensure team goals are achieved by providing input into decision making and problem solving.

· Build a high performing team which includes hiring, mentoring, and developing of the intra-day analysts

· Develop and maintain scalable organization with a well-documented roadmap, goals, and objectives.

· Conduct real time data analysis and prepare meaningful insights for Business to optimize delivery metrics leveraging WFM

· Co-ordinate with the Partners and Solution vendor teams to address any product enhancements, technical issues arising during deployment of WFM solutions

· Contribute to value-add initiatives, identify automation opportunities, and implement the same leveraging tools as PowerBI, UI-Path etc.

· Maintains a strong governance structure in place with respect to scheduling and other processes. Building upon current processes, tools, and technology, develop strategic roadmap for workforce optimization. Accountable for strategy development and execution.

· Maintains the customer relationship with regards to day to day/ transactional support.

· Manage tickets counts and archive tickets resolution KPI.

Key Skills and knowledge:

· Excellent interpersonal and communication skills

· Good knowledge of MS Excel & Power point.

· Proficiency with computers

· Willing to work in a 24*7shift environment

· Drive for self-learning and knowledge enhancement,

· Experience managing teams and leading cross functional teams in a fast paced, operational environment

· Problem solver with strong analytical skills: leverage data to improve, build and deprecate processes, making our customer journey seamless and efficient

· Ability to prioritize and meet tight deadlines

· Ability to maintain composure in critical situations and communicate clearly with both internal and external stakeholders.

· Contact Centre Workforce Management experience is a must.

· Extensive experience with WFM software.

· Experience in WFM tool is required.

· Team handling experience is a must.

· Ability to simplify complex operations into repeatable processes

· Comfortable in fast-paced environment

· Ability to make decision in time sensitive ambiguous situations

Educational Qualification: Graduation in any discipline

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 letterhead with authentic signatures of appropriate Concentrix authorities.

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