Manager, WFM

Job Title : Manager, WFM

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 :

• Monitor and manage activities to support service level agreements.
• Conduct root cause analysis of SLA deviations, action plan development & resolution, and mitigation plans. Clearly communicate dependencies and manage / track expectations.
• Ensure effective communication with the client end WFM team and partners WFM team.
• Keep track of headcount and non-billable resources. Maintain schedule adherence / conformance.
• Participate in periodic reviews for management and present WFM metrics performance.
• Communicate well with the clients and be able to present data post-analysis.
• Problem Solving : Should be tactical and able to solve day-to-day operational challenges and understand delivery metrics.
• Ability to drive quality, productivity, and process improvements while motivating others to meet the challenges of a very customer-focused and metrics-driven environment.
• Collaborate with the customer support management team to develop WFM strategies and identify areas for improvement, automation, and cost savings.
• Out-of-the-box thinking : Use initiative and demonstrate creativity in solving problems.

Key skills & knowledge :

Educational Qualification : Graduate or post-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 letterhead with authentic signatures of appropriate Concentrix authorities.'

Location :

IND Bangalore - Ecospace Bus Park

Language Requirements : Time Type :

Full time

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Locations - IND Bangalore - Ecospace Bus Park, India