Manager I, 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.

Process Information :

The Work Force Management (WFM) involves effective operational planning & execution including Forecasting, Capacity Planning, Scheduling & Real-Time monitoring. Create and manage staff schedules to accomplish a particular task on a daily/hourly basis. The WFM function helps in decision making regarding revenue roadmap, focus on critical metrics and efficiency improvement for accounts/organization.

Role and Key Responsibilities:

• Analyze staffing/scheduling plans and operational performance dashboards.
• Collaborate with RTAs, planners, schedulers, and operations to build financial dashboards and analysis.
• Prepare financial forecasts based on inputs from various sources and historical trends.
• Create and maintain financial reports for business stakeholders.
• Conduct financial review meetings with senior leadership and act as a bridge between WFM and Finance teams.
• Guide planners to implement viable business changes to improve profitability.
• Drive efficiency in business operations for financial growth.
• Perform in-depth analysis and makes recommendations for key performance metrics to identify strengths, weaknesses, opportunities and threats to financial objectives

Key skills & Knowledge:

• Knowledge of Contact Centre methodologies and operational principles
• Min 8 years of experience performing Planning functions (capacity planning, forecasting, scheduling, real-time management) in a multi-site contact centre environment preferred.
• Experience in managing teams.
• Excellent interpersonal and written communication skills
• Ability to provide leadership, direction, motivation, development opportunities, and build high performing teams.
• Strong quantitative and analytical skills – Able to analyse data and draw insights.
• Must be proficient with Excel, can organize/analyse, import/export data in a structured manner (db administration, pivot tables, SQL queries, etc.)
• Strong working knowledge of Windows based programs (Word, PowerPoint, Access, etc.
• Should have experience in managing Contact centre Billing.
• High level of accuracy and attention to detail
• Innovative and able to influence.
• Must have experience to handle Capacity Planner and Scheduling teams.

Education Qualification:- Graduation

'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.

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