Manager, WFM

Job Title:

Manager, WFM

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:

• Monitor and manages activities to support service level agreements.

• Conducts root cause analysis of SLA deviations, action plan development & resolution and mitigation plans. Clearly communicate dependencies and manage/track expectations.

• Ensure effective communication with client end WFM team and partners’ WFM team.

• Keep track of Headcount and nonbillable resources. Maintain schedule adherence / conformance.

• Participate in periodic reviews for management and present WFM metrics’ performance.

• Communicate well with the clients and be able to present data post analysis

• Problem Solving: Should be tactical and be able to solve day to day operational challenges and should be able to understand delivery metrics

• Ability to drive quality, productivity, and process improvements and keep pace with our growth while motivating others to meet the challenges of a very customer-focused and metrics driven environment.

• Collaborate with the customer support management team to develop WFM strategies and identify areas for improvement, automation, and cost savings.

• Out of box thinking: Use initiative and demonstrate creativity in solving problems

Key skills & knowledge:

• Excellent written and verbal communication

• Passionate about delivering an extraordinary Customer Experience

• Minimum of 8 years of relevant experience in Workforce Management

• Expertise in RTA, Capacity Planning, Forecasting, and Scheduling

• Proficient in the use of workforce management tools like Aspect, NICE, etc.

• Able to work with large amounts of data to identify trends and patterns.

• Expert in spreadsheet tools like Excel and Google Sheet.

• Flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization.

• Good decision-making instincts

• Able to proactively collaborate with other departments to seek opportunities for improvement of resource utilization, and provide input on performance

• Experience in managing multi-site and multi-vendor environment

• Strong process and mathematical orientation

• Experience of stakeholder management and aptitude of planning risk identifications

• Analytical and good understanding of Contact Centre metrics.

• Experience with working cross functionally with business intelligence and analytics teams.

• Work module: - Hybrid (Could be complete WFO as per business requirement)

• Excellent experience in Workforce Management and be able to deliver optimum performance.

Educational Qualification: Graduate or post-graduate

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.'

Location:

IND Bangalore - Ecospace Bus Park

Language Requirements:

Time Type:

Full time

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