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.
About the process :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.
Role and Key responsibilities:
- Responsible to provide and complete regular scheduling responsibilities and provide schedule analysis and staff recommendations to meet service center goals.
- Co-ordinate with OPS on the leave planner, preferences, etc to prepare schedules efficiently.
- Share SL projections, Ideal Seat Utilization, Max seats etc.
- Maintain and share root cause analysis in case of deviation of performance versus projections.
- Plan training and coaching sessions as per the calendar keeping SL in check
- Optimize breaks/offline activities while preparing schedules.
Desired Skills:
- Knowledge of Contact Centre methodologies and operational principles.
- Scheduling metrics/ methodology.
- Complete understanding of overall operational activities including phone, email, chat, community, and social media support.
- Effective communication skills.
- Advanced knowledge of MS products, particularly Excel and PowerPoint, VBA and Macros will be an added advantage.
- Proficiency with computers.
- Comfortable in a fast-paced workplace.
- Ability to make decision in time sensitive ambiguous situations.
Educational Qualification : 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.