A wholly owned subsidiary of SYNNEX Corporation (NYSE: SNX), Concentrix is a leader in high-value global business services. It partners with its clients to deliver end-to-end customer engagement services, technology innovations, analytics, process optimization, and business improvements. The global business services firm transforms the customer experience, and streamlines front and back office and industry-specific processes to provide the highest value from every customer interaction. Based in 25 countries with a staff of more than 70,000 who speak 40+ languages, Concentrix offers industry expertise in 10 industries: Banking & Financial Services, Healthcare & Pharmaceutical, Insurance, Technology, Consumer Electronics, Retail & e-Commerce, Government & Public Sector, Media & Communications, Automotive and Travel, Transportation & Tourism.
WFM Manager - Work Force Manager
Roles and Responsibilities:
- Will act as a liaison between the Centralized and Site WFM teams.
- Need to interact with clients regularly.
- Will be responsible for team project organization, centralized and site interaction, planning and expediting/verifying the overall success of WFM management functionalities. Initiates and manages all WFM communications between centralized and site team.
- Manage WFM personnel on site and remote.
- Administration of setup and utilization of Community WFM software and ACD reporting
- Administration of communication to and from Operations and other support departments
- Collection and analysis and reporting of historical centre performance statistics
- Collection and analysis and reporting of historical agent performance statistics
- Manage long-term forecast / staff plan and lead monthly staff plan / budget meeting
- Work with Human Resources, Recruiting, and Training to coordinate the hiring and training of new employee resources
- Work with training and operations to coordinate multi-skill training for existing agents
- Oversee communication to new hires on schedule process .Oversee short-term workload forecasting
- Oversee scheduling philosophy of schedule assignments
- Oversee proactive scheduling of discretionary activities such as training, meetings, overtime and under time
- Oversee intraday management of scheduling procedures, analysis of real time workload requirements, and call routing to manage performance to service level requirements
- Responsible for maximizing efficiency and occupancy while meeting service objectives
- • Oversee analysis and reporting of employee performance including schedule adherence
- Recognizes and recommends operational and support improvements
- Perform other duties and assignments as directed.
Desired Candidate Profile:
- Knowledge of Contact Centre methodologies and operational principles
- Advanced knowledge of MS products, particularly Excel
- Excellent communication skills
- Analytical Able to analyse data and draw insights
- High level of accuracy and attention to detail
- Innovative and able to influence others
- Contact Centre Workforce Management experience
- Extensive experience with WFM software
- Ability to simplify complex operations into repeatable processes
- Comfortable in fast-paced environment
- Ability to make decision in time sensitive ambiguous situations
Senior WFM Manager - Senior Work Force Manager
We are looking for a dynamic leader for the execution of workforce strategy and achievement of client goals across the workforce as a service portfolio (WaaS). We focus on customer engagement and improving business outcomes for over 15+ global clients across six continents. We serve automotive; banking and financial services; insurance; healthcare; technology; consumer electronics; media and communications; retail and e-commerce; travel and transportation clients
Roles and Responsibilities:
- Lead and Manage WFM Consulting projects.
- Engage in Proof-of-Concept for the WFM Services vertical
- Track and Manage the PnL for his portfolio of WFM Engagements
- Support/drive transitioning of new clients.
- Collaborate with WaaS leadership to create business proposals for potential clients
- Act as the CNX WFM Account manager for his accounts
- Partner with client team to develop/deploy innovative solutions. Facilitate/Lead testing of new tools/technologies to improve overall WFM Contact Center efficiency.
- Manage all contractual KPI/SLA targets for the account and ensure that accounts are in
- competitive vendor ranking for your account.
- 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.
Desired Candidate Profile:
- 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 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 would be an added advantage.
- Experience in transitioning projects would be an added advantage.
- Ability to simplify complex operations into repeatable processes
- Comfortable in fast-paced environment
Essential Skills:
- Graduate in any field, with experience in Contact center / outsourcing industry
- Must have experience of WFM Tools (NICEWFM/Verint/Aspect, IEX).
Email: pallavi.vyas@concentrix.com
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