Manager I, WFM

Job Title:

Manager I, WFM

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:

The single Point of Contact for any Client requirements.

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

Support/drive transitioning of new clients. Support account growth, change management and transformational activities

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

Project Management and Governance.

Manage the WFM Services for the aligned accounts and team for various geographies and across all modalities/channels (voice and non-voice)

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)

Design and Implement continuous improvement/high impact projects

Benchmark WFM practices, identify gaps and create roadmap to facilitate continual transformation of WFM Services

Facilitate development of WFM employees through effective certifications in WFM University

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

Plan, control and manage changes to services, policies, procedures, resources and facilities in order to positively and flexibly meet business requirements

Provide leadership, direction, develop and maintain team morale

Key skills and knowledge: :

Experience on Genesys WFM tool - Must Have

Develop and maintain a comprehensive forecasting model using Regression, Time Series and Neural networks

Liaising with stakeholders with regards to Forecast generated and making adjustments if required.

Experience normalizing and utilizing historical data for forecasting

Strong business acumen combined with exceptional communication skills

Exceptional analytical, problem solving and decision-making skills

A deep understanding of numbers and ability to use statistical modeling

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 WAAS process to support Demand team to forecast volumes for short term and midterm durations

Educational qualification: Graduation

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.

Location:

IND Bangalore 4th floor Block G4 (Aspen) Embassy Manyata Business Park

Language Requirements:

Time Type:

Full time

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