Supervisor, WFM

Job Title:

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.

Role and KeyResponsibilities:

Workforce Planning:
• Forecast call volumes, staffing requirements, and shrinkage to create accurate schedules.
• Adjust staffing plans in real-time based on demand fluctuations.
Scheduling & Attendance:
• Develop and maintain employee schedules to meet business needs.
• Monitor attendance, tardiness, and adherence to schedules.
Performance Monitoring:
• Track KPIs (e.g., service level, occupancy, AHT) and provide actionable insights.
• Identify and address productivity gaps or inefficiencies.
Team Leadership:
• Supervise and mentor WFM analysts/coordinators.
• Collaborate with operations and HR to resolve staffing conflicts.
Reporting & Analysis:
• Generate daily/weekly reports on workforce performance.
• Recommend process improvements based on data trends.

Key skills and knowledge:

• Proficiency in WFM tools (e.g., Calabrio, Aspect, NICE).
• Advanced Excel (pivot tables, macros) and data analysis.
• Strong communication and problem-solving skills.

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:

Language Requirements:

Time Type:

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Potential Use of Artificial Intelligence (AI) in Hiring
As part of our recruitment process, we may use artificial intelligence (AI) tools to assist in the screening and/or assessment of job applicants. These tools could be used to evaluate resumes, applications, and other materials submitted to help us identify the best candidates for the role.