Home
Communities
Companies
- Companies
  
  Discover best places to work
- Compare Companies
  
  Compare & find best workplace
- Add Office Photos
  
  Bring your workplace to life
- Add Company Benefits
  
  Highlight your company's perks
Reviews
- Company reviews
  
  Read reviews for 6L+ companies
- Write a review
  
  Rate your former or current company
Salaries
- Browse salaries
  
  Discover salaries for 6L+ companies
- Salary calculator
  
  Calculate your take home salary
- Are you paid fairly?
  
  Check your market value
- Share your salary
  
  Help other jobseekers
- Gratuity calculator
  
  Check your gratuity amount
- HRA calculator
  
  Check how much of your HRA is tax-free
- Salary hike calculator
  
  Check your salary hike
Interviews
- Company interviews
  
  Read interviews for 40K+ companies
- Campus placements
  
  Interviews questions for 2K+ colleges
- Share interview questions
  
  Contribute your interview questions
Jobs
Awards

WINNERS AWAITED!
- ABECA 2025
  
  WINNERS AWAITED!
  
  AmbitionBox Employee Choice Awards - 4th Edition
- ABECA 2024
  
  AmbitionBox Employee Choice Awards - 3rd Edition
- AmbitionBox Best Places to Work 2022
  
  2nd Edition
- AmbitionBox Best Places to Work 2021
  
  1st Edition

For Employers

Add office photos

Engaged Employer

Concentrix Corporation

Compare

3.8

based on 26.4k Reviews

Video summary

1 Concentrix Corporation Manager WFM Job

Manager, WFM

Stream Global Services Pvt Ltd

3.8

based on 26.4k Reviews

8-9 years

Bangalore / Bengaluru

1 vacancy

Manager, WFM

Concentrix Corporation

posted 10mon ago

Job Role Insights

Flexible timing

Key skills for the job

Data Analytics Automation Testing Customer Support Operations Transportation Analytical Chemistry

+ 4 more

Job Description

Monitor and manages activities to support service level agreements.
Conducts root cause analysis of SLA deviations, action plan development resolution and mitigation plans. Clearly communicate dependencies and manage/track expectations.
Ensure effective communication with client end WFM team and partners WFM team.
Keep track of Headcount and nonbillable resources. Maintain schedule adherence / conformance.
Participate in periodic reviews for management and present WFM metrics performance.
Communicate well with the clients and be able to present data post analysis
Problem Solving : Should be tactical and be able to solve day to day operational challenges and should be able to understand delivery metrics
Ability to drive quality, productivity, and process improvements and keep pace with our growth while motivating others to meet the challenges of a very customer-focused and metrics driven environment.
Collaborate with the customer support management team to develop WFM strategies and identify areas for improvement, automation, and cost savings.
Out of box thinking : Use initiative and demonstrate creativity in solving problems

Key skills knowledge:

Excellent written and verbal communication
Passionate about delivering an extraordinary Customer Experience
Minimum of 8 years of relevant experience in Workforce Management
Expertise in RTA, Capacity Planning, Forecasting, and Scheduling
Proficient in the use of workforce management tools like Aspect, NICE, etc.
Able to work with large amounts of data to identify trends and patterns.
Expert in spreadsheet tools like Excel and Google Sheet.
Flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization.
Good decision-making instincts
Able to proactively collaborate with other departments to seek opportunities for improvement of resource utilization, and provide input on performance
Experience in managing multi-site and multi-vendor environment
Strong process and mathematical orientation
Experience of stakeholder management and aptitude of planning risk identifications
Analytical and good understanding of Contact Centre metrics.
Experience with working cross functionally with business intelligence and analytics teams.
Work module:- Hybrid (Could be complete WFO as per business requirement)
Excellent experience in Workforce Management and be able to deliver optimum performance.

Educational Qualification: Graduate or Post-graduate

Employment Type: Full Time, Permanent

Read full job description

Prepare for Manager WFM roles with real interview advice

What Manager WFM at Concentrix Corporation are saying

4.0

Rating based on 18 Manager WFM reviews

Anonymous · Other in Hyderabad / Secunderabad

Likes

TOTALLY PATHETIC BASICALLY THE MANAGER ROUND OF WFM THERE IS A LADY NAME RIYA BASAK WHO IS FIRED FROM KOLKATA ORGANISATION SHE IS SO ARROGANCE AND HER BEHAVIOUR IS SO BAD

Dislikes

Manager behaviour is so bad