Supervisor 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.
 

Key Roles and Responsibilities

• Supervise a group of agents, with the main responsibility of coaching, reporting, executing action plans, maintain utilization and day to day operational management
• Ensure achievement of SLA targets
• Conduct daily and weekly meetings to share business updates, conduct RCA to identify drivers impacting performance
• Work closely with subject matter experts on escalations as well as manage the queue and productivity of their teams

Desired Skillset and Experience

• Experience in managing Real Time team for 1+ years with overall RTA exp of min 2+ years.
• Experience in managing multi-site and multivendor environment.
• Strong Communicator and decision maker
• Strong business acumen
• Should be a go-getter and a collaborator.
• Analytical and Problem-solving ability.
• Ability to simplify complex operations into repeatable processes.
• Hands-on experience in Telephony and WFM tools. (Verint/IEX/eWFM)
• High attention to detail and sense of professionalism and ability to develop relationships.
• Should have solid understanding of workflow, tools used for providing services
• Have experience working as an Agent in same/similar workflows"
   

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.'

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