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Manager I, WFM

3 months ago   Marketing & Communication   Vadodara   65 views Reference: 25939
Job Details

Requisition #: R1304550



LOCATION : Vadodara


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:

  • Administration of communication to and from Operations and other support departments
  • Collection and analysis and reporting of historical center performance statistics
  • Manage long-term forecast / staff plan and lead monthly staff plan / budget meeting
  • Work with Human Resources, Recruiting, and Training to coordinate the hiring and training of new employee resources
  • Intraday management of scheduling procedures, analysis of real time workload requirements, and call routing to manage performance to meet the service level requirements
  • Responsible for maximizing efficiency and occupancy while meeting service objectives
  • Align call demand with agent supply to achieve key performance objectives (service level, utilization, budgeting, etc.)
  • Analysis and reporting of employee performance including schedule adherence
  • Create Capacity Plans for Enterprise and co-create with partners for their sites
  • Recognize and recommend operational and support improvements
  • Conduct workforce simulations to provide advice regarding the impact of business strategies within contact centers
  • Perform other duties and assignments as directed
  • Conduct Stakeholder review meetings with the Stakeholders for Sign-off of Short-Term Capacity Plan
  • Manage forecast results by providing feedback, input and reporting to business partners to develop more scientific and accurate forecasting methodology

Key skills & knowledge:

  • Knowledge of Contact Centre methodologies and operational principles
  • Knowledge of IEX shall be an added advantage
  • Excellent communication skills
  • Analytical – Able to analyse data and draw insights
  • High level of accuracy and attention to detail
  • Innovative and able to influence
  • Must have experience to handle Capacity Planner and Scheduling teams
  • Experience normalizing and utilizing historical data for forecasting
  • Exceptional analytical, problem solving and decision-making skills
  • Ability to provide business insight to multiple levels of management with appropriate level of detail
  • Ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment.
  • Experience in managing multi-site and multi-vendor environment
  • Experience of data modelling, simulations and scenario planning
  • Experience of stakeholder management and aptitude of planning risk identifications
  • Experience of Aspect (E-wfm).
  • Ready to work in a dynamic 24*7 shift environment

Educational Qualification : Graduation

Interested candidates Click on below link Apply Online and you will be redirected to Career Page of Company or Career url.

Company Description
Concentrix is an American business services company specializing in customer engagement and business performance. Concentrix was a subsidiary of SYNNEX Corporation since 2006 and went public as an independent company on December 1, 2020. Concentrix is headquartered in Fremont, California.