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 Manager of Workflow Management is a critical role responsible for managing all facets of contact center operations such as forecasting, scheduling, monitoring call volumes and other operational activities while adjusting resources to meet business objectives. This manager will provide daily guidance to the team that will analyze call volume history by tracking and trending Phone Channel metrics, Email, Social Media and back-end support to ensure proper planning, accurate requirements and workload identification. This manager will develop capacity/staffing plans and reports that provide management with the understanding needed to make operational decisions in order to ensure overall success in a multi-site/channel contact center environment. This includes internal operations globally for the account globally. This position will be expected to engage in overall Member Services strategy and define how to provide the best member/employee experience while continuing to drive maximum efficiency. In addition he/she would be required to act as a WFM POC for all client related deliverables & represent WFM for this account for client meetings. Responsible for the overall management of (WFM) team to include hiring, training, scheduling, setting of goals, prioritization of work, performance reviews, Billing etc. Provide team coaching and development by accurately accessing strengths and opportunities, giving timely and actionable feedback, as well as motivate direct reports to optimize performance. Ensure that the scheduling function is providing optimal forecasting, scheduling and identifying new methods, strategies and opportunities. Ensure that the real-time management team is providing the appropriate real-time oversight and takes appropriate action to meet service level goals and maximize efficiency. Oversee reporting-internal and external reporting and analytics for Member Services. Ensure the accurate compilation and distribution of information and reports to identified stakeholders in a contextual and actionable format. Provide analytics on trends and use data to identify drivers while continuing to evolve Services reporting structure. Serve as a subject matter expert , liaison for specific programs and coordinate with operations teams to ensure consistent business / operational goals Develop and maintain short and long term forecast/capacity plans and ensure sufficient staff is available during peak periods Analyze historical volume trends by source, handle time, and root cause to identify operational opportunities and pro-actively communicate this information to leadership while implementing appropriate action plans. Review and analyze the monthly, quarterly, and yearly Contact Center Performance Reports for both internal and external stakeholders and distribute as required. Perform other related duties and assignments as required and as assigned by Senior Manager, Support Services. Key skills & knowledge: Knowledge of Contact Centre methodologies and operational principles. 4-8+ years of experience performing Planning functions (capacity planning, forecasting, scheduling, real-time management) in a multi-site contact center environment preferred. Experience in managing teams. Excellent interpersonal and written communication skills. Ability to provide leadership, direction, motivation, development opportunities, and build high performing teams. Strong quantitative and analytical skills - Able to analyze data and draw insights. Must be proficient with Excel, have the ability to organize/analyze, import/export data in a structured manner (database administration, pivot tables, SQL queries, etc.) Strong working knowledge of Windows based programs (Word, PowerPoint, Access, etc. Should have experience in managing Contact center Billing. High level of accuracy and attention to detail Innovative and able to influence others. Must have experience to handle Capacity Planner and Scheduling team. Contact Centre Workforce Management experience MS Office Google tools like GSuite, Sheets & Data Studio. Ability to simplify complex operations into repeatable processes. Comfortable in fast-paced environment Ability to make decisions in time sensitive ambiguous situations. Education - Graduate 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.\'

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