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Manager I, WFM

3 months ago

gurugram, India Concentrix Full time
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.
  Key Responsibility :
  • 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 Engagements
  • Support/drive transitioning of new clients.
  • Act as the CNX WFM Account manager for his/her accounts
  • Partner 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 Services
  • Facilitate development of WFM employees through effective certifications in WFM University
  • Work on creating a pipeline of resources to cater to growth in existing accounts as well as on-boarding new clients.  
  • Planning & Scheduling
  • Manpower Planning, Scheduling, Transitioning new logos.
  • Updating & maintaining master trackers
  • Preparing and publishing periodic reviews for management
  • Preparing PPTs and presentations
  • Forecasting knowledge and able to forecast basis different methodologies.
  • Running scenarios and simulations basis requirement
  • Data reporting to other departments like Finance , IT Operations etc.
  • Creating Interactive Dashboards for Client and Delivery
  • Recognize and recommend operational and support improvements for the enterprise.
  • Understanding of Workload and HC calculations
  • Perform 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.
     
Desired Skills :
  • Hands on experience in Chrome Operating system and Google sheets
  • Experience in Verint / IEX shall be an added advantage (Preferred Verint) Knowledge of Contact Centre methodologies and operational principles
  • Excellent communication skills  
  • Thought leadership, Outcome focused.
  • Strong ownership and can-do attitude, dealing with ambiguity
  • Extensive experience with WFM software and knowledge of WFM Tools (NICE WFM/Verint/Aspect).
  • Awareness of the Industry trends/ Upcoming technologies which would impact the Contact Center Industry.  
  • Analytical and Problem-solving ability  
  • Knowledge of Contact Center Telephony/IVR and routing platforms.  
  • Experience in SQL, business intelligence and reporting platforms shall be an added advantage.
  • Experience in transitioning projects shall be an added advantage.
  • Contact Centre Workflow Management experience
  • Exposure to the WFM software for forecasting and planning abilities.
  • Ability to simplify complex operations into repeatable processes
  • Comfortable in fast paced environment
  • Ability to make decision in time sensitive ambiguous situations
  • Expertise in creating Visio Charts/Lucid Charts.
  • Fair understanding of Six Sigma, Lean and COPC can be an advantage
     
Educational qualification: Graduate.
  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 Gurgaon -Bld 14 IT SEZ Unit 1, 5, 6, 17 Fl

Language Requirements:

Time Type:

Full time