Manager I, WFM

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:

• Driving Continuous Improvements that always facilitate and demonstrate Optimal Assumptions Accuracy

  
  

• Ensuring & Driving Data Accuracy levels as per Client expectations

  
  

• Lead and Manage joint Discussions & Reviews of Capacity Plans scenarios with Client.

  
  

• Effective End-to-End Assumptions Management for capacity planning.

  
  

• Ensuring WFM Process Adherence for Short / Medium / Long Range Capacity Plans

  
  

• End-to-End Management of Cap Plan Sign-Off process

  
  

• RCA and Action Planning for Client VOC and Feedback.

  
  

• Business Process Change Management (as and when applicable)

  
  

• Facilitating Internal Stake Holder Reviews for the managed business

  
  

• Establish & operate with strong metrics driven governance.

  
  

• Ensuring & Driving Effective and Comprehensive Process Documentations

  
  

Key skills & knowledge:

• In depth Knowledge of Call Center Metrics and their impact on Capacity Plan & financials of the business.

  
  

• Excellent Interpersonal, Numerical Ability and communication skills.

  
  

• Excellent MS Excel Skills

  
  

• Good Presentation Skills

  
  

• Must have worked as a Capacity Planner handling multiple queues and complexities

  
  

• Must have the ability to articulate the Results arising from the Cap Plan created by the Team.

  
  

• Exp of WFM tool (IEX) / Telephony Tools ( Avaya/AWS/Genesys) 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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