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:

Responsible for managing service level for the supporting Line of Business. Effective Real time Monitoring, to cater to client requirement. Create reports to help management take important decisions and provide insights to performance trend of the business. Proactive in client communications and manage ad-hoc requirements efficiently. Own WFM metrics and provide necessary analysis on them. Learn real-time and reporting tools for WFM. Experience in Workforce Management and deliver optimum performance. Supervise, 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 WBR/MBR/QBR and present WFM metrics' performance. Communication and Presentations Skills: Should be able to 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. Conducts performance appraisals. Provides measurable feedback to assigned personnel and suggestions for improved performance. Formulates and implements employee corrective actions as needed. Assess behaviours and coaches' direct reports on demonstrating Company's Leadership Principles within their role. Out of box thinking: Use initiative and demonstrate creativity in solving problems

Key skills and 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 Talent for delegation and team development Able to proactively collaborate with other departments to seek opportunities for improvement of resource utilization, and provide input on performance Experience in managing a 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:- Work at office

Educational Qualification

: Graduate

Disclaimer

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'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.'