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.

Role and Key Responsibilities:

• Manage a team of Real Time Analysts.

• Trigger alignment of schedules across partner / in-house sites with staffing requirements and operational metrics as and when required on intraday basis

• Communicate with WFM Scheduling Manager on any items that can be incorporated in the near-term action plan and schedule improvement

• Identify and analyze issue, complete post-mortem report and provide feedback

• Communicate with Partner/Client POCs to address variances

• First level of Escalation for Intraday issues.

Key Skills & Knowledge:

• Experience in managing large scale complex operations in Real Time

• Experience in managing multi-site and multivendor environment

• Strong Communicator and decision maker

• Strong business acumen

• Should be a go-getter and a collaborator

• Analytical and Problem-solving ability.

• Ability to simplify complex operations into repeatable processes.

• Hands-on experience in Telephony and WFM tools. (CMS Avaya/Genesys/Cisco/Aspect/Verint/IEX)

• High attention to detail and sense of professionalism and ability to develop relationships

Qualification: 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.

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