Job Title: Manager I - WFM Job Description Key Responsibilities: Manage WFM personnel 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 center 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 Communication to new hires on schedule process Short-term workload forecasting Scheduling philosophy of schedule assignments Proactive scheduling of discretionary activities such as training, meetings, overtime and under time Intraday management of scheduling procedures, analysis of real time workload requirements, and call routing to manage performance to service level requirements Responsible for maximizing efficiency and occupancy while meeting service objectives Align call demand with agent supply to achieve key performance objectives (service level, utilization, budgeting, etc.) Analysis and reporting of employee performance including schedule adherence Create Capacity Plans for Enterprise and co-create with partners for their sites Recognize and recommend operational and support improvements Conduct workforce simulations to provide advice regarding the impact of business strategies within contact centers Perform other duties and assignments as directed Conduct Stakeholder review meetings with the Stakeholders for Sign-off of Short-Term Capacity Plan Manage forecast results by providing feedback, input and reporting to business partners to develop more scientific and accurate forecasting methodology Desired Skills: Knowledge of Contact Centre methodologies and operational principles Knowledge of IEX shall be an added advantage Excellent communication skills Analytical – Able to analyse data and draw insights High level of accuracy and attention to detail Innovative and able to influence Overall 2-3+ Year experience in Realtime Management and Reporting with knowledge of Scheduling/Planning. Experience normalizing and utilizing historical data for forecasting Strong business acumen combined with exceptional communication skills Exceptional analytical, problem solving and decision-making skills Ability to provide business insight to multiple levels of management with appropriate level of detail Ability to work sboth independently and in a team setting within a fast-paced, entrepreneurial environment. Experience in managing multi-site and multi-vendor environment Experience of data modelling, simulations and scenario planning Experience of stakeholder management and aptitude of planning risk identifications Ready to work in dynamic 24*7 Key Responsibilities: Manage WFM personnel 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 center 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 Communication to new hires on schedule process Short-term workload forecasting Scheduling philosophy of schedule assignments Proactive scheduling of discretionary activities such as training, meetings, overtime and under time Intraday management of scheduling procedures, analysis of real time workload requirements, and call routing to manage performance to service level requirements Responsible for maximizing efficiency and occupancy while meeting service objectives Align call demand with agent supply to achieve key performance objectives (service level, utilization, budgeting, etc.) Analysis and reporting of employee performance including schedule adherence Create Capacity Plans for Enterprise and co-create with partners for their sites Recognize and recommend operational and support improvements Conduct workforce simulations to provide advice regarding the impact of business strategies within contact centers Perform other duties and assignments as directed Conduct Stakeholder review meetings with the Stakeholders for Sign-off of Short-Term Capacity Plan Manage forecast results by providing feedback, input and reporting to business partners to develop more scientific and accurate forecasting methodology Desired Skills: Knowledge of Contact Centre methodologies and operational principles Knowledge of IEX shall be an added advantage Excellent communication skills Analytical – Able to analyse data and draw insights High level of accuracy and attention to detail Innovative and able to influence Overall 2-3+ Year experience in Realtime Management and Reporting with knowledge of Scheduling/Planning. Experience normalizing and utilizing historical data for forecasting Strong business acumen combined with exceptional communication skills Exceptional analytical, problem solving and decision-making skills Ability to provide business insight to multiple levels of management with appropriate level of detail Ability to work sboth independently and in a team setting within a fast-paced, entrepreneurial environment. Experience in managing multi-site and multi-vendor environment Experience of data modelling, simulations and scenario planning Experience of stakeholder management and aptitude of planning risk identifications Ready to work in dynamic 24*7 Location: EGY Cairo B224-F15, KM28 Cairo Alexandria Desert Road, Language Requirements: Time Type: Full time **If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents (https://www.concentrix.com/resource/job-applicant-privacy-notice-for-california-residents/)**