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.

**Role and key responsibilities**:

- Manage a team of Real Time Analysts.
- Trigger alignment of schedules across partner / in-house sites with staffing requirements and operational metrics as and when required on intraday basis.
- Communicate with WFM Scheduling Manager on any items that can be incorporated in the near-term action plan and schedule improvement.
- Identify and analyze issues, complete post-mortem reports, and provide feedback.
- Communicate with Partner/Client POCs to address variances.
- First level of Escalation for Intraday issues.
- Design/Modify/Implement processes to increase RTA effectiveness.

**Key Skills and knowledge**:

- Experience in managing Real Time team for 3+ years with overall RTA exp of min 2+ years.
- Experience in managing multi-site and multivendor environment.
- Strong Communicator and decision maker
- Strong business acumen
- Should be a go-getter and a collaborator.
- Analytical and Problem-solving ability.
- Ability to simplify complex operations into repeatable processes.
- Hands-on experience in Telephony and WFM tools. (CMS Avaya/Genesys/Cisco/Aspect/Verint/IEX)
- High attention to detail and sense of professionalism and ability to develop relationships.

**Education qualification**: Graduation

**Disclaimer**

**Location**:
IND Ranchi - Maru Building - 2F & 3F

Language Requirements:
Time Type:
Full time
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