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:

  • 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) 

  • Facilitate development of WFM employees through effective certifications in WFM University

  • Contact Centre Workflow Management experience.

  • Project Management and Governance.

  • Provide leadership, direction, develop and maintain team morale.

Key skills & knowledge:

  • 5+years years of relevant WFM user experience across all disciplines, with expertise in planning and allocating resources. 2+ years’ experience in Workforce Management tools preferably on Verint.

  • Knowledge of Contact Centre methodologies and operational principles

  • Excellent communication skills

  • Thought leadership, Outcome focused.

  • Expertise in creating Visio Charts/Lucid Charts.

Educational Qualification: 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 Building 14 - 11F, Tower D

Language Requirements:

Time Type:

Full time

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