Manager I, WFM

Location: Bangalore, India

Job Title:

Manager I, 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.

**Process Information :**

The Work Force Management (WFM) involves effective operational planning & execution including Forecasting, Capacity Planning, Scheduling & Real-Time monitoring. Create and manage 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 improvement for accounts/organization.

**Role and Key Responsibilities:**

• Analyze staffing/scheduling plans and operational performance dashboards.
• Collaborate with RTAs, planners, schedulers, and operations to build financial dashboards and analysis.
• Prepare financial forecasts based on inputs from various sources and historical trends.
• Create and maintain financial reports for business stakeholders.
• Conduct financial review meetings with senior leadership and act as a bridge between WFM and Finance teams.
• Guide planners to implement viable business changes to improve profitability.
• Drive efficiency in business operations for financial growth.
• Perform in-depth analysis and makes recommendations for key performance metrics to identify strengths, weaknesses, opportunities and threats to financial objectives

**Key skills & Knowledge:**

• Knowledge of Contact Centre methodologies and operational principles
• Min 8 years of experience performing Planning functions (capacity planning, forecasting, scheduling, real-time management) in a multi-site contact centre environment preferred.
• Experience in managing teams.
• Excellent interpersonal and written communication skills
• Ability to provide leadership, direction, motivation, development opportunities, and build high performing teams.
• Strong quantitative and analytical skills – Able to analyse data and draw insights.
• Must be proficient with Excel, can organize/analyse, import/export data in a structured manner (db administration, pivot tables, SQL queries, etc.)
• Strong working knowledge of Windows based programs (Word, PowerPoint, Access, etc.
• Should have experience in managing Contact centre Billing.
• High level of accuracy and attention to detail
• Innovative and able to influence.
• Must have experience to handle Capacity Planner and Scheduling teams.

**Education Qualification:-** Graduation

'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 Bangalore - Millenium Towers - MT1

Language Requirements:

Time Type:

Full time

# **Mission:**

### Hi, we're Concentrix. We’re a global technology and services leader that powers the brands of the future. We help well-known brands — the ones you use every day — improve their businesses with technology and integrated solutions, in over 70 countries.

# **Company Overview:**

### We power the brands of the future.
Some call us a global technology and services leader.
But we’re so much more.

Human-centered, tech-powered, intelligence fuelled.
Every day we’re busy helping over 2000 of the world's best brands
solve their toughest business challenges.

Whether it’s……
designing game-changing brand experiences,
building and scaling secure AI technologies,
or building loyalty to drive revenue.

We’ve got them covered. But how?

We design, build, and run fully integrated, end-to-end solutions across the entire enterprise, at speed and scale.

We’re the strategic thinkers who designbrand-defining experiences.
The technologists & engineers who buildsmarter solutions.
And the operational experts who run it all and make it work seamlessly.

By integrating strategy & design with data & analytics, enterprise technology,
and digital operations.
You could say, at the heart of everything we do lies a commitment to transform the way companies connect, interact, and grow across the world and into the future.

Experience the power of Concentrix.

Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.