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Job Title

Manager I, WFM

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

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

Manage all contractual KPI/SLA targets for the account and ensure that accounts are in competitive vendor ranking

Manage the WFM Services for the aligned accounts and team for various geographies

Proactive Detection, Alerts and Notifications on Gaps

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)

Responsible for creative & efficient Workforce solutions to resource constraints

Design and Implement continuous improvement/high impact projects

Benchmark WFM practices, identify gaps and create roadmap to facilitate continual transformation of WFM Services

Facilitate development of WFM employees through effective certifications in WFM University

Work on creating a pipeline of resources to cater to growth in existing accounts as well as on-boarding new clients

Analyze business information to identify process improvements for increasing business efficiency and effectiveness

Prepare Analysis of data available and present in a format which is easily comprehensible and have key call outs

Have strong reporting/MIS skills

Key Skills And Knowledge

Knowledge of Contact Centre methodologies and operational principles

Excellent communication skills

Thought leadership, Outcome focused

Ability to translate strategy and priorities into work product

Understands and applies concepts in the field

Strong ownership and can-do attitude, dealing with ambiguity

Knowledge of WFM Tools (NICE WFM/Verint/Aspect)

Awareness of the Industry trends/ Upcoming technologies which would impact the Contact Center Industry

Analytical and Problem-solving ability

Knowledge of Contact Center Telephony/IVR and routing platforms

Experience in SQL, business intelligence and reporting platforms shall be an added advantage

Experience in transitioning projects shall 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, ?processingor 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 MTP Karle 5th, 6th, 7th Floors

Language Requirements

Time Type:

Full time

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Role: Assistant Manager

Industry Type: IT Services & Consulting

Department: Customer Success, Service & Operations

Employment Type: Full Time, Permanent

Role Category: Operations

Education

UG: Any Graduate

PG: Any Postgraduate

About company

Concentrix, Corporation (Nasdaq: CNXC) is a leading global provider of customer experience (CX) solutions and technology, improving business performance for some of the worlds best brands including over 100 Fortune Global 500 clients and over 125 new economy clients. Every day, from more than 40 countries and across 6 continents, our staff delivers next generation customer experience and helps companies better connect with their customers