Job Title:

Manager I, WFM

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:

Lead and Manage WFM Consulting projects.Engage in Proof-of-Concept for the WFM Services vertical.Track and Manage the PnL for the portfolio of WFM EngagementsSupport/drive transitioning of new clients.Act as the CNX WFM Account manager for his/her accountsPartner with client team to develop/deploy innovative solutions. Facilitate/Lead testing of new tools/technologies to improve overall WFM Contact Centre efficiency.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.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) Design and Implement continuous improvement/high impact projects.Benchmark WFM practices, identify gaps and create roadmap to facilitate continual transformation of WFM ServicesFacilitate development of WFM employees through effective certifications in WFM UniversityWork on creating a pipeline of resources to cater to growth in existing accounts as well as -onboarding clients.  Planning & SchedulingManpower Planning, Scheduling, Transitioning new logos.Updating & maintaining master trackersPreparing and publishing periodic reviews for managementPreparing PPTs and presentationsForecasting knowledge and able to forecast basis different methodologies.Running scenarios and simulations basis requirementData reporting to other departments like Finance, IT Operations etc.Creating Interactive Dashboards for Client and DeliveryRecognize and recommend operational and support improvements for the enterprise.Understanding of Workload and HC calculationsPerform financial evaluation using actual performances which involves relevant WFM metrics and contractual targets.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.Perform impact analysis of various operational metrics performances to understand the gap between actual / planned revenues at different stages of revenue life cycle.Calculate the positive and negative impact of compensated and non-compensated performance metrics on overall revenue.Perform various types of analysis around cost & revenue and create charts / reports as required by the business to present various comparative views for decision making.Data collection from various data sources to be utilized in performing all key responsibilities and ad-hoc requests from the business

Key Skills and knowledge: 

Knowledge of Contact Centre methodologies and operational principlesExcellent communication skillsThought leadership, Outcome focused.Strong ownership and can-do attitude, dealing with ambiguity.Awareness of the Industry trends/ Upcoming technologies which would impact the Contact Centre Industry.Analytical and Problem-solving abilityKnowledge of Contact Center Telephony/IVR and routing platforms.Experience in SQL, business intelligence and reporting platforms would be an added advantage.Experience in transitioning projects shall be an added advantage.Ability to simplify complex operations into repeatable processes.Comfortable in fast-paced environment

Education : 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.'

Location:

IND Gurugram - 1st Flr RMZ Infinity Plot No. 15

Language Requirements:

Time Type:

Full time

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