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 Responsibility :

• Managing WFM Personnel

• Effective team management.

• Responsible for preparing team project organization, centralized and site interaction, planning and expediting/verifying the overall success of WFM management functionalities. Initiate and manage all WFM communication among the centralized and site teams.

• Preparation of weekly performance / KPI reports and maintaining performance dashboards

• Administration of communication to and from Operations and other support departments. Strong communication skills preferred.

• Effective scheduling. Oversee proactive scheduling of discretionary activities such as training, meetings, overtime and under time

• Responsible for maximizing efficiency and occupancy while meeting service objectives

• Oversee analysis and reporting of employee performance including schedule adherence

• Recognize and recommend operational and support improvements

• Drive Special Projects and Initiatives assigned

• Resolve escalated issues and requests from the account management

• Perform other duties and assignments as directed

• Prepare and publish periodic reviews for management

• Forecasting knowledge and able to forecast basis different methodologies.

• Data reporting to other departments like Finance, IT Operations etc.

• Collect, analyze and report historical center performance statistics.

• Provide end to end analysis of financial assessment on weekly basis rolling up to the month

• Create accruals for revenues that may have been possibly earned but are not yet recorded in the account

• Perform trend analysis considering all relevant WFM metrics impacting the revenue on a weekly and monthly basis

• Data collection from various data sources to be utilized in performing all key responsibilities and ad-hoc requests from the business.

Desired Skills :

• Candidate with WFM Genesys and IEX tool knowledge will be preferred.

• Willing to work in a 24*7 environment  

• Ability to handle pressure situations

• Drive for self & Team learning and knowledge enhancement

• Good understanding of Contact Centre operational metrics 

• Excellent numerical & analytical ability with good presentation skills

• Proficient in MS office which includes MS Excel, MS Access & MS PowerPoint, and other MS office components

• Excellent interpersonal & communication skills (Both written and spoken)

• Effective team management .

• Good communication skills.

• Able to communicate with internal and external stakeholders

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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