Summary
The Sr. 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. This position is responsible for the execution of workforce strategy.
Description
Responsibilities
- 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 Concentrix financial performance are met
- Partner with support functions to ensure that forecasting, planning, and scheduling tools/software are properly configured and maintained to support the Workforce Management team
- Lead the development of forecasts, resource plans, and schedules for new programs
- Associate's degree in related field from a four-year college or university with more than seven years of relevant experience (with at least two years of Progressive Management 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 a team of employees
- 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
- Solid understanding of the organization's business operations and industry. Demonstrated business acumen
- Demonstrated ability to comprehend, analyze, and interpret
Qualifications
- 3+ years of experience in a similar role
- Proficiency with Microsoft Office
- Strong organizational and communication skills
- Strong ability to multitask
- Comfort working with multiple groups within business
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