Job Title: WFM Senior Manager Job Description The Sr Manager, WFM Planning & Scheduling is responsible for managing a team to develop accurate and timely forecasts, capacity plans, schedules, pre-day schedule management, and post-day performance analysis in a multi-site/skill environment. This position is responsible for the execution of workforce strategy and achievement of client goals and performance metrics. + Review completed Capacity Plans, and Schedules developed by team members to ensure completion, accuracy, and adherence to standards + Manage 2 to 3 WFM Account Managers + Act as Sn Account Manager for key accounts + Lead reviews of Workforce Management strategy to identify opportunities to improve utilization and develop new strategies to proactively respond to client needs + Partner with Business Development, Operations, and Clients to develop new models to support staffing and volume changes + Lead reviews of Call Centre efficiency and customer service performance to ensure client needs and company financial performance are met + Partner with support functions to ensure that planning, and scheduling tools/software are properly configured and maintained to support the Workforce Management team + Lead the development of forecasts, resource plans, and schedules for new programs + Design and Implement continuous improvement/high impact projects. **Role Requirements** + 12 months of experience as WFM Account Manager with practical expertise of representing Accounts and managing Planning & Scheduling Deliverables with client facing engagement and representation. + Strong and proven communication experience with both local & Non-Local clients across the EMEA Region. + Strong knowledge with WFM primary tools in CNX such as ECP and IEX (both awareness and by practice) – other WFM tools if hired externally such as (IEX/Teleopti/CMS/Genesys) + Excellent communication skills, both written and verbal. + Ability to effectively present information to internal and external associates + Advanced Microsoft Office skills, understanding of CNX WFM tools and systems (only MS Office skills if hired externally) + Practical experience of Direct People Management + Proven ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment. + Demonstrated ability to mentor, coach and provide direction to a team of employees + Demonstrated ability to take initiative and ownership with focus on continuous improvement + Demonstrated ability to foster customer service disposition and sense of professionalism for self and team + Solid understanding of the organization's business operations and industry. + Demonstrated ability to comprehend, analyse, and interpret. Ability to analyse large quantities of raw data to create strategic action plans **Ideal Candidate Profile** + MS Office: Advanced Excel, experiences using other MS applications. + Practical Experience of WFM Applications: ECP, CMAP and NICE IEX Total view preferred. + Knowledge of reporting tool and processes. + Prior experience in a management / supervisory capacity. Location: ZAF Durban - Second floor, 2 The Crescent, Westway Office Park 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/)**