Supervisor, Wfm

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 stay ahead of the competition and customer expectations.

**Key Responsibilities**:

- Responsible for supporting, coaching, developing, and supervising a team of Real time associates and/or individual contributors within the Command Center environment.
- Responsible for ensuring that the organization's goals of cost control, labor utilization, and service level meets targets.
- Responsible for creating schedules and forecast for the process
- Monitor a multitude of sites through various platforms, instituting timely and efficient communication to analyzing call volumes and trends, implementing appropriate strategies, verifying allocations, queue routing, overflow targets, media events, transcription campaigns etc.
- Responsible for implementing BCP solutions and participate in business continuity and disaster recovery meetings.
- Partners with stakeholders on the development of service level agreement documents specific to the Command Center tasks and timelines.
- Establish and maintain WFM real time (Intraday) processes that support the requirements for assigned program/client.
- Measure and trend individual program performance and leads the development of improvement plans as related to the program.

**Desired skills**:

- Understanding of the financial impact of all decisions made within WFM.
- Solution driven and result oriented mindset.
- Strong oral and written communication skills.
- Highly Proficient in Microsoft Office (Excel and Powerpoint)
- Willingness to work in dynamic 24*7 environment handling international programs/clients.
- Demonstrated ability to multi-task, prioritize and meet timelines of deliverables.
- Self-starter, sense of urgency and works well under pressure.
- Strong attention to detail.
- Highly professional and able to develop strong business partnerships.
- Hands on experience on any one or more WFM tools like IEX/eWFM/Avaya/Genesys is essential.
- Ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment.
- Ability to mentor, coach and provide direction to team members.
- 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 business acumen.
- Demonstrated ability to comprehend, analyze and interpret.

**Educational Qualification**:Graduate

Disclaimer:
**Location**:
IND Chandigarh - DLF IT, Tower C, Site 2

Language Requirements:
Time Type:
Full time
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