Manager I, WFM

4 weeks 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.

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 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 new 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

Key Skills and knowledge:  

  • Knowledge of Contact Centre methodologies and operational principles
  • Excellent communication skills
  • Thought 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 ability
  • Knowledge 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 Gurgaon -Bld 14 IT SEZ Unit 1, 5, 6, 17 Fl

Language Requirements:

Time Type:

Full time

  • Manager I, WFM

    7 days 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...

  • Manager I, WFM

    4 weeks 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. Role and Key Responsibilities: Lead...

  • Manager I, WFM

    2 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.   Role and Key Responsibilities: ...

  • Manager I, WFM

    4 weeks 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.   Role and Key Responsibilities: ...

  • Sr Manager

    5 days ago

    gurugram, India Concentrix Full time

    Description The Role:We are looking for a dynamic people leader who understands the - bigger picture- and can balance strategic vision and thought leadership with execution excellence. The incumbent will bring extraordinary focus and expertise in and scaling a dynamic operation and organization focused on the customer-centricity, team growth and...

  • Sr Manager

    5 days ago

    Gurugram, India Concentrix Full time

    Description The Role: We are looking for a dynamic people leader who understands the - bigger picture- and can balance strategic vision and thought leadership with execution excellence. The incumbent will bring extraordinary focus and expertise in and scaling a dynamic operation and organization focused on the customer-centricity, team growth and...

  • Supervisor, Wfm

    4 weeks ago

    Gurugram, Haryana, India Webhelp Full time

    **Workforce Management (WFM)** **Location** - Gurugram, India*** Job Title: Supervisor, 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...

  • Supervisor, Wfm

    4 weeks ago

    Gurugram, Haryana, India Webhelp Full time

    **Workforce Management (WFM)** **Location** - Gurugram, India*** Job Title: Supervisor, 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...

  • Scheduler - WFM

    1 month ago

    gurugram, India Aptino, Inc. Full time

    Position: Scheduling Analyst (WFM) Location: Gurgaon, Haryana (Work from office) Night Shift to support US Based Customer Skills Required: Experience as a Scheduling Analyst / Scheduler in Workforce Management (WFM) Experience with IEX : IEX is a popular workforce management software used for scheduling, forecasting, and managing contact center...

  • Scheduler - WFM

    1 month ago

    Gurugram, India Aptino, Inc. Full time

    Position: Scheduling Analyst (WFM)Location: Gurgaon, Haryana (Work from office)Night Shift to support US Based CustomerSkills Required:Experience as a Scheduling Analyst / Scheduler in Workforce Management (WFM)Experience with IEX: IEX is a popular workforce management software used for scheduling, forecasting, and managing contact center operations....

  • Scheduler - WFM

    1 month ago

    Gurugram, India Aptino, Inc. Full time

    Position: Scheduling Analyst (WFM)Location: Gurgaon, Haryana (Work from office)Night Shift to support US Based CustomerSkills Required:Experience as a Scheduling Analyst / Scheduler in Workforce Management (WFM)Experience with IEX: IEX is a popular workforce management software used for scheduling, forecasting, and managing contact center operations....

  • Scheduler - WFM

    4 weeks ago

    Gurugram, India Aptino, Inc. Full time

    Position: Scheduling Analyst (WFM)Location: Gurgaon, Haryana (Work from office)Night Shift to support US Based CustomerSkills Required:Experience as a Scheduling Analyst / Scheduler in Workforce Management (WFM)Experience with IEX: IEX is a popular workforce management software used for scheduling, forecasting, and managing contact center operations....

  • Scheduler - WFM

    4 weeks ago

    Gurugram, India Aptino, Inc. Full time

    Position: Scheduling Analyst (WFM)Location: Gurgaon, Haryana (Work from office)Night Shift to support US Based CustomerSkills Required:Experience as a Scheduling Analyst / Scheduler in Workforce Management (WFM)Experience with IEX: IEX is a popular workforce management software used for scheduling, forecasting, and managing contact center operations....

  • Scheduler - WFM

    4 weeks ago

    Gurugram, India Aptino, Inc. Full time

    Position: Scheduling Analyst (WFM) Location: Gurgaon, Haryana (Work from office) Night Shift to support US Based Customer Skills Required: Experience as a Scheduling Analyst / Scheduler in Workforce Management (WFM) Experience with IEX : IEX is a popular workforce management software used for scheduling, forecasting, and managing contact center...

  • Professional - Career I

    3 weeks ago

    Gurugram, Haryana, India Webhelp Full time

    **Workforce Management (WFM)** **Location** - Gurugram, India*** Job Title: Professional - Career I **Job Description**: Resource Planner/Capacity Planner - 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...

  • Analyst, WFM Automation

    2 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. Role and Key Responsibilities: Design,...

  • Analyst, WFM Automation

    4 weeks 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. Role and Key Responsibilities: Design,...

  • Analyst, WFM Automation

    1 week 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. Role and Key Responsibilities: ...

  • Concentrix hiring for WFM

    1 month ago

    Gurugram, India Concentrix Full time

    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:Manage agent preferences,...

  • Concentrix hiring for WFM

    4 weeks ago

    Gurugram, India Concentrix Full time

    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:Manage agent preferences,...