Manager I WFM

Job Title:

Manager I WFM

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:

• Create Capacity Plans for Enterprise and co-create with partners for their sites
•  Prepare, monitor and generate appropriate mathematical models and leverage WFM Tools to generate staffing requirements
• Work on the overall Capacity planning for HC
• Continuously monitor the performance against the plans and refine and redefine assumptions as and when required
• Modeling FTE requirement for long and Short-term including capacity recommendations to close gaps and optimize resources
• Conduct Stakeholder review meetings with the Stakeholders for Sign-off of Short-Term Capacity Plan
• Maintain Historical Data and trends
• Review DOW and Intraday Patterns
• AHT profiling
• Assumption Management
• Own HC reconciliation with partner WFM teams.

Key Skills & Knowledge

• Overall, 2-3 years in a planning role for a contact center.
• Experience in managing Capacity Plans for a multi-site and multi-vendor environment
• Strong process and mathematical orientation
• Experience of simulations and scenario planning
• 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
• Experience of Verint will be an added advantage.
• Strong attention to detail and sense of professionalism and ability to develop relationships

Qualification :- Graduate or either 12 + 3 yr diploma holderDisclaimer: -
 '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 Gurgaon Building 14 - 11F, Tower D

Language Requirements:

Time Type:

Full time

If 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