Assistant Manager, WFM
1 month ago
Job Title:
Assistant Manager, WFMJob 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:
Responsible for identifying gaps in delivery metrics, manpower capacity & billing validations, ensuring no impact to customer experience and demonstrating long term, mid-term and short-term forecast and capacity plans to business owners.
Reviewing complex financial information, business analysis, resource management, and functional documentation.
 ⢠Work closely with Contact Center Head, LOB head and Lenovoâs internal stakeholders in streamlining processes and driving key metrics.
⢠Participate in review calls in identifying gaps in delivery metrics, manpower capacity & billing validations, ensuring no impact to customer experience.
⢠Demonstrate long term, mid-term and short-term forecast and capacity plans to business owners. Align business demand and balance out the agent level shrinkage, utilization, and occupancy levels.
⢠Drive capacity requirements for various customer touch points (voice calls, Chat, Email, social media, post sales etc.) after encompassing the various initiatives planned namely automations, self-serve, process improvements, etc.
⢠Develop full-scale capacity plans, associated communication documents, define key variables, create strategies for risk mitigation and contingency planning.
⢠Review and evaluate past trends in key performance indicators including all areas of Operations, MM trends, Unit volumes plans.
⢠Supervise the creation and maintenance of User IDs.
⢠Supervise the scheduling and RTM for all lines of business. Manage ad-hoc requirements from Ops & any other functions.
⢠Monitor performance indicators, highlight trends, and analyze causes for unexpected variances. Support operations with daily/Weekly/Monthly reports and automated dashboards.
Key skills & knowledge:
 ⢠8+ years within the field of WFM
⢠Decision making capability, time management, WFM domain knowledge, Problem solving skills, Statistical and Analytical capability
⢠Knowledge and understanding of statistical methods of forecasting
⢠Good knowledge of CC technology and infra, expertise on WFM solutions as also reporting tools and programming tools.
Educational Qualification:
⢠Bachelorâs degree.
Disclaimer: -
'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for ârecruitmentâ, âprocessingâ 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 letterhead with authentic signatures of appropriate Concentrix authorities.
Location:
IND Bangalore - Ecospace Bus ParkLanguage Requirements:
Time Type:
Full time2024-02-29If 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
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