Sr Supervisor, WFM Planning & Scheduling

Job Title:

Job Description

Concentrix is Hiring -

ROLE : Sr Supervisor, WFM Planning & Scheduling

DESIGNATION  : Sr Supervisor, WFM Planning & Scheduling

LOCATION  :  WFH

YEARS OF EXPERIENCE  : 2 years

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 Key Responsibilities :-

• Set strategic direction and manages overall delivery of Capacity Planning, scheduling, and WFM related metrics of the accounts within the location.
• Stands as representative and Point of Contact for the clients they manage their business for the WFM part.
• Work with key stakeholders to ensure WFM initiative and priorities are aligned and delivered to meet contractual requirements.
• Work with the onsite and offshore WFM team to provide Planning and scheduling requirements for each account.
• Responsible for driving achievement of resource planning metrics.
• Brief management on status of WFM functions and metrics.
• Coordinates with Operations (Operational Managers) DPE/ Account Management and Clients to ensure WFM processes and practices are in place and properly executed.
• Educating both their Direct reports and other functions stake holders about pre-defined process and procedures by Senior leadership of WFM.
• Identify and leverage best practices.
• Ensure effective use of resources and automated systems.
• Implements productivity and revenue increase by driving efficiency and other related initiatives.
• Act as the escalation point to address and resolve WFM support matters for the program.
• Manage and ensure delivery of the executions of WFM plans, ensuring the onsite and offshore team is meeting deliverables and deadlines.
• Manage the ongoing development of the onsite WFM Teams (Employee satisfaction, upskilling).

Key Skills and knowledge :-

Experience of scheduling multiple LOBs in a 500+ seat contact center, including shift design

Use of Genesys WFM and / or Nice IEX

Managerial experience shall be desirable

Education Qualification: Graduate- mandatory

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:

If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents

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.