Supervisor WFM

☞ Concentrix

View: 102

Update day: 01-06-2024

Location: Ranchi Jharkhand

Category: Human Resources

Industry: IT Services IT Consulting

Position: Mid-Senior level

Job type: Full-time

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Job content

Job Title:Supervisor WFMJob DescriptionConcentrix 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.The Work Force Management (WFM) involves effective operational planning & execution including Forecasting, Capacity Planning, Scheduling & Reporting. Creating and managing staff schedules to accomplish a particular task on a daily/hourly basis. The WFM function helps in decision making regarding revenue roadmap, focus on critical metrics and efficiency improvements for accounts/organization.Key Responsibilities:
  • Managing WFM Personnel
  • Planning & Scheduling
  • Manpower Planning, Scheduling, Transitioning new logos
  • Updating & maintaining master trackers
  • Prepare and publish periodic reviews for management
  • Prepare and present PowerPoint presentation
  • Running scenarios and simulations basis requirement
  • Data reporting to other departments like Finance, IT Operations etc
  • Creating Interactive Dashboards for Client and Delivery
  • Recognize and recommend operational and support improvements for the enterprise
  • Creating Schedules and lead the weekly scheduling performance review and provide recommendations
  • Administration of communication to and from Operations and other support departments
  • Collect, analyze and report historical centre performance statistics
  • Understanding of Workload and HC calculations
Key skills and knowledge:
  • Excellent Excel and MIS skills / good excel skills for other roles
  • Awareness of WFM metrics
  • Attention to detail and excellent diagnostic skills
  • Effective communication and interpersonal skills
  • Excellent problem-solving and management skills
  • Knowledge of Contact Centre methodologies and operational principles
  • Advanced knowledge of MS products, particularly Excel
  • Knowledge of PowerBi and should be able to create dashboards
  • Excellent communication skills
  • 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 will be preferred Knowledge of Tools like Avaya, IEX, ECP, CMS
  • Ability to simplify complex operations into repeatable processes
  • Comfortable in fast-paced environment
  • Flexible to work in a 24*7 shift environment
  • Ability to make decision in time sensitive ambiguous situations
  • Overall, 5 years of experience required
Educational qualification: GraduateDisclaimer: -’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 Ranchi - Maru Building - 2F & 3FLanguage Requirements:Time Type:If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California ResidentsR1409109
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Deadline: 16-07-2024

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