Job Title:
WFM Manager
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 Manager Workforce Management is responsible for managing a team to develop accurate and timely forecasts, capacity plans, schedules, pre-day schedule management, intraday management, and post-day performance analysis in a multi-site/skill environment. This position is responsible for the execution of workforce strategy.
• Review completed forecasts, schedules, and plans developed by team members to ensure completion, accuracy, and adherence to standards
• Partner with Business Development, Operations, and Clients to develop new models to support staffing and volume changes
• Lead reviews of Call Center efficiency and customer service performance to ensure client needs and Company’s financial performance are met
• Partners with support functions (IT) to ensure that forecasting, planning, and scheduling tools/software are properly configured and maintained to support the Workforce Management team
• Leads the development of forecasts, resource plans, and schedules for new programs
Key skills and knowledge:
• Associate's degree in related field with more than seven years of relevant experience (with at least two years of Progressive Mgmt Experience) preferred
• Experience with forecasting, capacity planning and scheduling software tools
• Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates
• Advanced Microsoft Office skills
• Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment
• Demonstrated ability to mentor, coach and provide direction to team members
• Demonstrated ability to take initiative and ownership with focus on continuous improvement
• Excellent attention to detail
• Demonstrated ability to foster customer service disposition and sense of professionalism for self and team
Education:-
- Graduate in any discipline is essential
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 Gurgaon - Bld 14 IT SEZ (GST)
Language Requirements:
Time Type:
Full time
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