A wholly owned subsidiary of SYNNEX Corporation (NYSE: SNX), Concentrix is a leader in high-value global business services. It partners with its clients to deliver end-to-end customer engagement services, technology innovations, analytics, process optimization, and business improvements. The global business services firm transforms the customer experience, and streamlines front and back office and industry-specific processes to provide the highest value from every customer interaction. Based in 25 countries with a staff of more than 70,000 who speak 40+ languages, Concentrix offers industry expertise in 10 industries: Banking & Financial Services, Healthcare & Pharmaceutical, Insurance, Technology, Consumer Electronics, Retail & e-Commerce, Government & Public Sector, Media & Communications, Automotive and Travel, Transportation & Tourism.


WFM Manager



Roles and Responsibilities:


Will act as a liaison between the Centralized and Site WFM teams.

  • Need to interact with clients regularly.
  • Will be responsible for team project organization, centralized and site interaction, planning and expediting/verifying the overall success of WFM management functionalities. Initiates and manages all WFM communications between centralized and site team.
  • Manage WFM personnel on site and remote.
  • Administration of setup and utilization of Community WFM software and ACD reporting
  • Administration of communication to and from Operations and other support departments

• Collection and analysis and reporting of historical centre performance statistics

  • Collection and analysis and reporting of historical agent performance statistics
  • Manage long-term forecast / staff plan and lead monthly staff plan / budget meeting
  • Work with Human Resources, Recruiting, and Training to coordinate the hiring and training of new employee resources
  • Work with training and operations to coordinate multi-skill training for existing agents
  • Oversee communication to new hires on schedule process .
  • Will act as a liaison between the Centralized and Site WFM teams.
  • Need to interact with clients regularly.
  • Will be responsible for team project organization, centralized and site interaction, planning and expediting/verifying the overall success of WFM management functionalities. Initiates and manages all WFM communications between centralized and site team.
  • Manage WFM personnel on site and remote.
  • Administration of setup and utilization of Community WFM software and ACD reporting
  • Administration of communication to and from Operations and other support departments
  • Collection and analysis and reporting of historical centre performance statistics
  • Collection and analysis and reporting of historical agent performance statistics
  • Manage long-term forecast / staff plan and lead monthly staff plan / budget meeting
  • Work with Human Resources, Recruiting, and Training to coordinate the hiring and training of new employee resources • Work with training and operations to coordinate multi-skill training for existing agents • Oversee communication to new hires on schedule process

Desired Candidate Profile:

Knowledge of Contact Centre methodologies and operational principles

  • Advanced knowledge of MS products, particularly Excel
  • Excellent communication skills
  • Analytical Able to analyse data and draw insights
  • High level of accuracy and attention to detail
  • Innovative and able to influence others
  • Contact Centre Workforce Management experience
  • Extensive experience with WFM software
  • Ability to simplify complex operations into repeatable processes
  • Comfortable in fast-paced environment
  • Ability to make decision in time sensitive ambiguous situations

Qualification: Any Graduate in any discipline




WFM Team Leader/ WFM Supervisor




Roles and Responsibilities:


Lead WFM Analyst is responsible for team project organization, centralized and site interaction, verifying the overall success of WFM management functionalities.

• Initiates and manages all WFM communications between centralized, site teams, and leadership.

• Preparation of daily / Weekly / Monthly MIS reports & presentations / decks

• Preparing of schedules using IEX for different queues across locations and mitigating gaps in schedules.

• Root cause analysis of SLA deviations, action plan development and resolution

• Monitor real-time queue, schedule adherence & attendance.

• Key daily exception requests and update schedules • Optimize breaks of the day or day before the actual schedule. • Schedule ADHOC intra-day training requests and update schedules.

• Produce and analyze daily efficiency reports (representative availability, access level etc.)

• Attend/lead centralized and/or site management meetings, as required.

Strong data source relationship understanding is desired. Database knowledge will be ideal.

• Cater to real time reporting adhoc requests as and when required.


Desired Candidate Profile:

Required good communication skill.

• Required excellent knowledge of MS Excel & Power point.

• Proficiency with in excel, access, SQL knowledge will be an added advantage

• Willing to work 24*7.

• Candidate with RTA, Scheduling know how and reporting skill will be preferred.

• Knowledge of WFM Tools like CMS Avaya, IEX, databases.

• Ability to handle pressure situations.

• Drive for self-learning and knowledge enhancement

Contact Centre Workforce Management experience

• Extensive experience with WFM software and reporting practices.

• Ability to simplify complex operations into repeatable processes

• Comfortable in fast-paced environment

• Ability to make decision in time sensitive ambiguous situation


Qualification: Any Graduate




Email: pallavi.vyas@concentrix.com

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