Job Title:
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 WFM Band 5 will act as a liaison between the Centralized and Site WFM teams. The WFM Band 5 is 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 communication between centralized and site team.
·The Lead WFM Analyst will act as a liaison between the Centralized and Site WFM teams.
·The Lead WFM Analyst is 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 teams, and leadership.
·Preparation of daily / Weekly / Monthly MIS reports & presentations / decks
·Preparing of schedules using Erlang for different queues across multiple locations
·Resolve escalated issues and requests from site management
·Root cause analysis of SLA deviations, action plan development and resolution
·Monitor real-time queue, schedule adherence & attendance.
·Key daily exception requests and update schedules
·Cross-train with the Scheduling Analyst
·Optimize breaks the day of or day before the actual schedule
·Schedule ADHOC intra-day training requests and update schedules
·Produce and analyze daily efficiency reports (representative availability, access level etc.)
·Attend centralized and/or site management meeting, as required
·Cater to real time adhoc requests as and when required
Key Skills and knowledge:
·Good communication skills.
·Good knowledge of MS Excel & Power point.
·WFM Genesis tool knowledge.
·Knowledge of Power BI, DOMO reporting tools.
·VBA Macros.
·knowledge of Python/ SQL server will be preferred
·Proficiency with computers
·Willingness to work in a 24*7 shift environment
·Candidate with Scheduling & Forecasting skill will be preferred.
·Ability to handle pressure situations
·Drive for self-learning and knowledge enhancement
·Contact Centre Workforce Management experience
·WFM Genesis tool experience is highly preferred.
·Extensive experience with WFM software
·Ability to simplify complex operations into repeatable processes
·Comfortable inafast-paced environment
·Ability to make decision in time sensitive ambiguous situations
Educational qualification:
·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.'
Location:
Language Requirements:
Time Type:
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