الوصف الوظيفي
Job Title:Manager I, WFMJob DescriptionConcentrix 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 activitiesManage 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 projectsBenchmark WFM practices, identify gaps and create roadmap to facilitate continual transformation of WFM ServicesFacilitate development of WFM employees through effective certifications in WFM UniversityWork 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 requirementsProvide leadership, direction, develop and maintain team moraleKey skills and knowledge::· Experience on Genesys WFM tool – Must Have· Develop and maintain a comprehensive forecasting model using Regression, Time Series and Neural networks· Liaising with stakeholders with regards to Forecast generated and making adjustments if required.· Experience normalizing and utilizing historical data for forecasting· Strong business acumen combined with exceptional communication skills· Exceptional analytical, problem solving and decision-making skills· A deep understanding of numbers and ability to use statistical modeling· Ability to provide business insight to multiple levels of management with appropriate level of detail· Ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment· Experience in WAAS process to support Demand team to forecast volumes for short term and midterm durationsEducational qualification: GraduationDisclaimer:-'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.'Location:IND Bangalore 4th floor Block G4 (Aspen) Embassy Manyata Business ParkLanguage Requirements:Time Type:Full timeIf you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents
