Manager WFM

ROLE :Professional 1 Planning & Scheduling

DESIGNATION: Professional 1 Planning & Scheduling

LOCATION: Hyderabad

YEARS OF EXPERIENCE: 5 Years

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:

• Create capacity plans for enterprise and co-create with partners for their sites.
• Prepare, monitor, and generate appropriate mathematical models and leverage WFM tools to generate staffing requirements.
• Work on the overall capacity planning for hc
• Would need to continuously monitor the performance against the plans and refine and redefine assumptions as and when required.
• Modeling FTE requirements for long and short-term including capacity recommendations to close gaps and optimize resources.
• Conduct stakeholder review meetings with the stakeholders for sign-off of short-term capacity plan
• Maintain historical data and trends.
• Review DOW and Intraday patterns
• AHT profiling
• Assumption management
• Own HC reconciliation with partner WFM teams.

Key skills & knowledge:

• Experience in Planning role of 1+ years with overall WFM exp of 3+ years.
• Experience in managing a multi-site and multi-vendor environment.
• Strong process and mathematical orientation
• Experience of data modelling, simulations, and scenario planning
• Experience of stakeholder management and aptitude of planning risk identifications
• Analytical and good understanding of contact centre metrics
• Strong business acumen
• Should be a good communicator and a collaborator.
• Strong communicator and decision maker
• Experience of NICE WFM will be an added advantage.
• Strong attention to detail and sense of professionalism and ability to develop relationships.

Educational 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.'