WFM Manager

Role & res

ROLE : WFM Manager

DESIGNATION : WFM Manager

LOCATION : Hyderabad

YEARS OF EXPERIENCE : 8+ 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 Responsibility:

a. Partner with client team to develop/deploy innovative solutions. Facilitate/Lead testing of new tools/technologies to improve overall WFM Contact Center efficiency.

b. Support/drive transitioning of new clients.

c. Manage all contractual KPI/SLA targets for the account and ensure that accounts are in competitive vendor ranking.

d. Manage the WFM Services for the aligned accounts and team for various geographies.

e. Proactive Detection, Alerts and Notifications on Gaps.

f. Responsible and accountable for defining & developing Process Strategy, Tools, & Solutions for delivery of WFM Disciplines (Forecasting, Capacity Planning, Scheduling, Activity Management, Real-time Adherence and Performance Tracking)

g. Responsible for creative & efficient Workforce solutions to resource constraints

h. Design and Implement continuous improvement/high impact projects

i. Benchmark WFM practices, identify gaps and create roadmaps to facilitate continual transformation of WFM Services

j. Facilitate development of WFM employees through effective certifications in WFM University

k. Work on creating a pipeline of resources to cater to growth in existing accounts as well as on-boarding new clients.

l. Analyze business information to identify process improvements for increasing business efficiency and effectiveness.

m. Prepare Analysis of data available and present in a format which is easily comprehensible and have key call outs

n. Have strong reporting/MIS skills

Key skills and knowledge:

a. Knowledge of Contact Centre methodologies and operational principles

b. Excellent communication skills

c. Thought leadership, Outcome focused.

d. Ability to translate strategy and priorities into work products.

e. Understands and applies concepts in the field of expertise.

f. Strong ownership and can-do attitude, dealing with ambiguity

g. Knowledge of WFM Tools (NICE WFM/Verint/Aspect).

h. Awareness of the Industry trends/ Upcoming technologies which would impact the Contact Center Industry.

i. Analytical and Problem-solving ability

j. Knowledge of Contact Center Telephony/IVR and routing platforms.

k. Experience in SQL, business intelligence and reporting platforms shall be an added advantage.

l. Experience in transitioning projects shall be an added advantage.

Min experience of 8 years in WFM

Educational Qualification :

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.'ponsibilities

Preferred candidate profile