Requisition #: R1270343

Key Responsibilities:

• The Manager of Workflow Management is a critical role responsible for managing all facets of contact center operations such as forecasting, scheduling, monitoring call volumes and other operational activities while adjusting resources to meet business objectives.
• This manager will provide daily guidance to the team that will analyze call volume history by tracking and trending Phone Channel metrics, Email, Social Media and back-end support to ensure proper planning, accurate requirements and workload identification.
• This manager will develop capacity/staffing plans and reports that provide management with the understanding needed to make operational decisions in order to ensure overall success in a multi-site/channel contact center environment.
• This includes internal operations globally for the account globally
• This position will be expected to engage in overall Member Services strategy and define how to provide the best member/employee experience while continuing to drive maximum efficiency.
• In addition he/she would be required to act as a WFM POC for all client related deliverables & represent WFM for this account for client meetings
• Responsible for the overall management of (WFM) team to include hiring, training, scheduling, setting of goals, prioritization of work, performance reviews, Billing etc.
• Provide team coaching and development by accurately accessing strengths and opportunities, giving timely and actionable feedback, as well as motivate direct reports to optimize performance
• Ensure that the scheduling function is providing optimal forecasting, scheduling and identifying new methods, strategies and opportunities
• Ensure that the real-time management team is providing the appropriate real-time guidance and takes appropriate action to meet service level goals and maximize efficiency
• Oversee reporting - internal and external reporting and analytics for Member Services
• Ensure the accurate compilation and distribution of information and reports to identified stakeholders in a contextual and actionable format
• Provide analytics on trends and use data to identify drivers while continuing to evolve Services reporting structure.
• Serve as a subject matter expert, liaison for specific programs and coordinate with operations teams to ensure consistent delivery of business / operational goals
• Develop and maintain short and long term forecast/capacity plans and ensure sufficient staff is available during peak periods
• Analyze historical volume trends by source, handle time, and root cause to identify operational opportunities and pro-actively communicate this information to leadership while implementing appropriate action plans
• Review and analyze the monthly, quarterly and yearly Contact Center Performance Reports for both internal and external stakeholders and distribute as required
• Perform other related duties and assignments as required and as assigned by Senior Manager, Support Services

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Concentrix, a wholly-owned subsidiary of SYNNEX Corporation (NYSE: SNX), is a technology-enabled global business services company specializing in customer engagement and improving business performance for some of the world’s best brands. Every day, from more than 40 countries and across 6 continents, our staff delivers next generation customer experience and helps companies better connect with their customers. We create better business outcomes and differentiate our clients through technology, design, data, process, and people.