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Sr Manager WFM
Concentrix Corporation
posted 4mon ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
- Responsible for design and implementation of scheduling and capacity planning to support multiple contact center locations.
- Build, develop and lead Resource Planning into a highly responsive team that meets the required standards and deliver on critical staff planning activities: 1) planning for the day (volume forecasting, staff scheduling), 2) planning for the Week (making scheduling adjustments including OT plans) 3) forecasting for the month and 4) measuring results.
- Develop/manage capacity planning tools to accurately forecast customer volume via various channels hourly, daily, and monthly. Translate this information into hiring forecasts and staff schedules. Optimize schedule placement to best match volume arrival patterns.
- Analyze volume drivers by source, handle time, root cause to effectively identify event avoidance and contact reduction opportunities.
- Utilize forecasting/staffing information to properly support the contact center Operations in terms of seat capacity, work locations, workstations, hardware, etc.
- Ensure clear goals, objectives, and performance standards are established and communicated across all levels within the team and for cross-functional partners.
- Regularly review team procedures and process flows to ensure that they meet guidelines and Client needs.
- Participate in special projects as needed and perform other duties as assigned.
- Research and recommend process improvement solutions, ensure efficiency and currency of the established procedures to achieve optimum performance levels for the contact center operations.
- Provide constant reviews and feedback on areas of potential risks and threats to identify these risk elements and take appropriate corrective and/or preventive measures.
- Manage internal communications process between WFM GEOs
- Partner with various business verticals to enhance WFM support in newer and unexplored disciplines.
- Propose, Plan and Implement new WFM capabilities and initiatives with Executive Leadership.
- Responsible for setting strategic direction for all WFM disciplines.
- Define and communicate Governance Structure, objectives and operational guiding principles.
- Should aim at reducing costs, improve service levels, optimize customer satisfaction
Profile Experience
- 11 + years of overall work experience and 5+ years of experience required in WFM (CRM domestic international).
- Minimum of five years of experience required in Outsourcing Industry.
- Excellent understanding of WFM fundamentals. Proven experience in the design, development and implementation of strategic workforce planning with a very strong focus and ability to execute in a diverse/matrixed organizational environment
- Prior supervisory experience required and understanding of Avaya contact center technology and Microsoft Office Applications
- Highly developed project management skills and proven ability to deliver organizational projects within designated timelines
- Highly developed interpersonal skills with the ability to establish and maintain positive working relationships with stakeholders and clients at all levels including people of different cultures.
- Ability to manage multiple job tasks at one time
- Able to focus in a fast paced, flexible environment, attention to detail
- Ability to adapt to change and to manage stress appropriately
- Able to build a positive work environment across many sites and influence leaders outside of direct responsibility
Employment Type: Full Time, Permanent
Read full job descriptionConcentrix Corporation Interview Questions & Tips
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Top Concentrix Corporation Senior Wfm Manager Interview Questions
Q1. Can you rearrange the sentences on basic given parts of sentences?
asked in
Customer Service Executive interview
Q2. 1. If the customer had two queries at the same time,how did you handle the 2 queries at the same time?
asked in
Customer Care Executive interview
Q3. How would you handle the unsatisfied customer?
asked in
Customer Service Executive interview
What people at Concentrix Corporation are saying
Rating based on 5 Senior Wfm Manager
reviews
Anonymous · Other
in Gurgaon / Gurugram
Likes
Job Security is there.
- Skill development - Good
+3 more
Dislikes
Nothing Specific.
Senior Wfm Manager salary at Concentrix Corporation
reported by
22
employees
with 12-22
years exp.
₹12.7
L/yr - ₹24
L/yr
At par with the average Senior Wfm Manager Salary in India
View more details
What Concentrix Corporation employees are saying about work life
based on 27.2k employees
Flexible timing
Rotational Shift
No travel
Day Shift
Concentrix Corporation Benefits
Submitted by Company
Financial wellness Health and personal development Flexibility and work-life balance Extra perks
Submitted by Employees
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