Concentrix
Location
Ranchi | India
Job description
Job Title:
Supervisor, WFMJob 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.
The Work Force Management (WFM) involves effective operational planning & execution including Forecasting, Capacity Planning, Scheduling & Reporting. Creating and managing staff schedules to accomplish a particular task on a daily/hourly basis. The WFM function helps in decision making regarding revenue roadmap, focus on critical metrics and efficiency improvements for accounts/organization.
Key Responsibilities:
Managing WFM Personnel
Planning & Scheduling
Manpower Planning, Scheduling, Transitioning new logos
Updating & maintaining master trackers
Prepare and publish periodic reviews for management
Prepare and present PowerPoint presentation
Running scenarios and simulations basis requirement
Data reporting to other departments like Finance, IT Operations etc
Creating Interactive Dashboards for Client and Delivery
Recognize and recommend operational and support improvements for the enterprise
Creating Schedules and lead the weekly scheduling performance review and provide recommendations
Administration of communication to and from Operations and other support departments
Collect, analyze and report historical centre performance statistics
Understanding of Workload and HC calculations
Key skills and knowledge:
Excellent Excel and MIS skills / good excel skills for other roles
Awareness of WFM metrics
Attention to detail and excellent diagnostic skills
Effective communication and interpersonal skills
Excellent problem-solving and management skills
Knowledge of Contact Centre methodologies and operational principles
Advanced knowledge of MS products, particularly Excel
Knowledge of PowerBi and should be able to create dashboards
Excellent communication skills
Analytical - Able to analyze data and draw insights
High level of accuracy and attention to detail
Innovative and able to influence
Extensive experience with WFM software will be preferred Knowledge of Tools like Avaya, IEX, ECP, CMS
Ability to simplify complex operations into repeatable processes
Comfortable in fast-paced environment
Flexible to work in a 24.7 shift environment
Ability to make decision in time sensitive ambiguous situations
Overall, 5 years of experience required
Educational qualification: Graduate
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 Ranchi - Maru Building - 2F & 3FLanguage Requirements:
Time Type:
Full timeIf you are a California resident, by submitting your information, you acknowledge that you have read and have access to the
Job tags
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