Concentrix Looking for Sr. Manager, WFM at Karnataka Full Time

SrManager, wfm

Job description

Overall global wfm role managing 6 sites for wfm delivery and financials for 13sites (pnl etc)

Sr manager wfm

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 solutionsFacilitate/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

Qualification – any graduate

Disclaimer:-

`neither concentrix daksh services india private limited 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 concentrixOffer letters and other recruiting correspondence from concentrix are printed on concentrix letter head with authentic signatures of appropriate concentrix authorities.`

Location:

Ind gurgaon -bld 14 it sez unit 1, 5, 6, 17 fl

Language requirements:

Time type:

Full time

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Posted 3 days ago