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: - Managing WFM personnel Set strategic direction and manage overall delivery of forecasting, scheduling and operational metrics of the accounts within the location. Work with key stakeholders to ensure WFM initiative and priorities are aligned and delivered to meet contractual requirements. Working on Tech infusion and Cost optimization projects Work with the onsite and offshore WFM team to provide forecasting and scheduling requirements for each account. Responsible for driving achievement of resource planning metrics. Brief management on status of WFM functions and metrics. Coordinate with Operations (Team Leaders, Operations Managers, DPE) and Clients ensure WFM processes and practices are in place and properly executed. Determine policies and procedures. Identify and leverage best practices, Ensure effective use of resources and automated systems. Implement productivity and revenue increase by driving efficiency and other related initiatives. Act as the escalation point to address and resolve WFM support matters for the program. Manage and ensure delivery of WFM plans, ensuring the onsite and offshore team is meeting deliverables and timelines. Manage the ongoing development of the onsite WFM Teams (Employee satisfaction, upskilling) Organizing Engagement and team morale boosting activities. Implement PowerBi and automated dashboards. Liaison between the Centralized and Site WFM teams. Responsible for team project organization, centralized and site interaction, planning and expediting/verifying the overall success of WFM management functionalities. Initiates and manages all WFM communications between centralized and site team. Key Skills & Knowledge:- Overall experience of 10 years and at least 6-8 years in a planning role. Experience of data modelling, simulations, and scenario planning. 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 Strong business acumen Should be a good communicator and a collaborator. Strong Communicator and decision maker Hands on Experience on Cap planning will be an added advantage. Strong attention to detail and sense of professionalism and ability to develop relationships. Should have good knowledge of ErlangC. Hands on Experience with WFM tools (IEX, eWFM ASPECT) will be an added advantage. 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.\'

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