Job Description

Partner with client team to develop/deploy innovative solutions. Facilitate/Lead testing of new tools/technologies to improve overall WFM Contact Center efficiency.

ROLE : WFM Manager DESIGNATION : WFM Manager LOCATION : Gurgaon/Chandigarh YEARS OF EXPERIENCE : 8Yrs Plus years 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 single Point of Contact for any Client requirements. Partner with client team to develop/deploy innovative solutions. Facilitate/Lead testing of new tools/technologies to improve overall WFM Contact Center efficiency. Support/drive transitioning of new clients. Support account growth, change management and transformational activities Manage all contractual KPI/SLA targets for the account and ensure that accounts are in competitive vendor ranking. Project Management and Governance. Manage the WFM Services for the aligned accounts and team for various geographies and across all modalities/channels (voice and non-voice) Responsible and accountable for defining & developing Process Strategy, Tools, & Solutions for delivery of WFM Disciplines (Forecasting, Capacity Planning, Scheduling, Activity Management, Real-time Adherence and Performance Tracking) Design and Implement continuous improvement/high impact projects Benchmark WFM practices, identify gaps and create roadmap to facilitate continual transformation of WFM Services Facilitate development of WFM employees through effective certifications in WFM University Work on creating a pipeline of resources to cater to growth in existing accounts as well as on-boarding new clients. Plan, control and manage changes to services, policies, procedures, resources and facilities in order to positively and flexibly meet business requirements Provide leadership, direction, develop and maintain team morale Key Skills & Knowledge Knowledge of Contact Centre methodologies and operational principles Excellent communication skills Thought leadership, Outcome focused. Strong ownership and can-do attitude, dealing with ambiguity Extensive experience with WFM software and knowledge of WFM Tools (NICE WFM/Verint/Aspect). Awareness of the Industry trends/ Upcoming technologies which would impact the Contact Center Industry. Analytical and Problem-solving ability Knowledge of Contact Center Telephony/IVR and routing platforms. Experience in SQL, business intelligence and reporting platforms shall be an added advantage. Experience in transitioning projects shall be an added advantage. Contact Centre Workflow Management experience Exposure to the WFM software for forecasting and planning abilities. Ability to simplify complex operations into repeatable processes Comfortable in fast paced environment Ability to make decision in time sensitive ambiguous situations QUALIFICATIONS : 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.