Job Title:
Supervisor, WFM
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 Key Responsibilities:
- Responsible for preparing team project organization, centralized and site interaction, planning and expediting/verifying the overall success of WFM management functionalities. Initiate and manage all WFM communication among the centralized and site teams.
- Preparation of weekly performance / KPI reports and maintaining performance dashboards.
- Administration of communication to and from Operations and other support departments
- Oversee proactive scheduling of discretionary activities such as training, meetings, overtime and under time.
- Preparing ad-hoc reports & analysis for management reporting and needs
- Assisting in automating reports by designing macros
- Maintaining and updating trackers for ongoing programs & projects
- Optimize use of tools/technology & to improve efficiency and effectiveness of the organization.
- Responsible for maximizing efficiency and occupancy while meeting service objectives.
- Oversee analysis and reporting of employee performance including schedule adherence.
- Recognize and recommend operational and support improvements.
- Supporting key strategic projects involving Data mining & Analytics
- Drive Special Projects and Initiatives assigned.
- Resolve escalated issues and requests from the account management.
- Perform other duties and assignments as directed.
Key Skills and knowledge:
- Knowledge of Contact Centre methodologies and WFM principles
- Analytical Able to analyze data and draw insights.
- High level of accuracy and attention to detail
- Innovative and able to influence.
- Extensive experience with WFM software
- Ability to simplify complex operations into repeatable processes.
- Comfortable in fast-paced environment
- Ability to make decision in time sensitive ambiguous situations.
- Scheduling & Forecasting skill - preferred
- Ability to handle pressure situations.
- Ability to simplify complex operations into repeatable processes.
Education : Graduate
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:
IND Pune - Tech Park One, Blk A, Gr
Language Requirements:
Time Type:
Full time
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