Work Force Managers for Concentrix Daksh Services, Malaysia

 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