Manager I Wfm Job In Concentrix In India, Gurgaon / Gurugram

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 expectationsRole and Key Responsibilities:

• Responsible for the overall management of (WFM) team to include Capacity Planning, scheduling, RTA Management and account Billing, Financial Governance etc
• Monitor all ongoing projects on Dashboards and develop new ones which will help reduce manpower along with providing insights to clients on performance
• 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 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

Key skills & knowledge:

• Knowledge of Contact Centre methodologies and operational principles, Knowledge of Handling Multi location/Global Operation account.
  
  
• 8+ years of experience performing Planning functions (capacity planning, forecasting, scheduling, real-time management) in a multi-site contact center environment
• Must have experience in managing Contact center Billing and financial management
• Must have experienced in WFM tools (Preferred IEX knowledge)
• Experience in team management.
  
  
• 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 analyze data and draw insights
• Must be proficient with Excel, can organize/analyze, 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.
  
  
• High level of accuracy and attention to detail
• Innovative and able to influence
• Must have experience to handle Capacity Planner and Scheduling team
• MS Office
• Google tools like GSuite, PLX, Dashboard designing, Google Sheets & Data Studio
• Ability to simplify complex operations into repeatable processes
• Comfortable in fast-paced environment
• Ability to make decision in time sensitive ambiguous situations

Qualification : GraduationDisclaimer:-'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'

Concentrix is looking for .

Concentrix is looking for Any Graduate / Post Graduate profile candidates.