Sr. Manager, WFM

Requisition #: R1294073

Roles & Responsibilities –

• Lead and Manage all the sites (Except PH)
• Engage in Proof-of-Concept for the WFM Services vertical
• Track and Manage the PnL for his portfolio of WFM Engagements
• Support/drive transitioning of new LOBs
• Partner with client team to develop/deploy innovative solutions. Facilitate/Lead testing of new tools/technologies to improve overall WFM Contact Center efficiency.
• Manage all contractual KPI/SLA targets for the account and ensure that accounts are in competitive vendor ranking for your account.
• Manage the WFM Services for the aligned accounts and team for various geographies.
• Responsible and accountable for defining & developing Process Strategy, Tools, & Solutions for delivery of WFM Disciplines (Forecasting, Capacity Planning, Scheduling, Activity Management, Real-time Adherence and Performance Tracking)
• Design and Implement continuous improvement/high impact projects
• Benchmark WFM practices, identify gaps and create roadmap to facilitate continual transformation of WFM Services
• Facilitate development of WFM employees through effective certifications in WFM University
• Work on creating a pipeline of resources to cater to growth in existing accounts as well as new on-boarding new clients.

Skills and Experience –

• Knowledge of Contact Centre methodologies and operational principles
• Excellent communication skills
• Thought leadership, Outcome focused.
• Strong ownership and can-do attitude, dealing with ambiguity
• Knowledge of WFM Tools (NICE WFM/Verint/Aspect).
• Awareness of the Industry trends/ Upcoming technologies which would impact Contact Center Industry.
• Analytical and Problem-solving ability
• Knowledge of Contact Center Telephony/IVR and routing platforms.

• Experience in transitioning projects would be an added advantage.
• Ability to simplify complex operations into repeatable processes
• Comfortable in fast-paced environment

Experience:

• Contact Centre Workflow Management experience
• Exposure to the WFM software for forecasting and planning abilities.
• Ability to simplify complex operations into repeatable processes
• Comfortable in fast paced environment
• Ability to make decision in time sensitive ambiguous situations

Interested candidates Click on below link Apply Online and you will be redirected to Career Page of Company or Career url.

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.