Manager I, Planning & Scheduling

Job Title:
Manager I, Planning & Scheduling

Job Description

The WFM Manager drives CRM contact performance and WFM Process maturity through implementation and maintenance of best practice WFM across the location accounts under the supervision and alignment of the Geo Leader. They can move across multiple industry verticals and WFM platforms in a multi-skill, multimedia environment, while building solid relationships with both our internal cross-functional teams and our client partners. The WFM Manager ensures WFM practice balances the needs of the client, business and the needs of our agents as optimally as possible, driving continual improvement and adaptation.

The WFM Manager drives CRM contact performance and WFM Process maturity through implementation and maintenance of best practice WFM across the location accounts under the supervision and alignment of the Geo Leader. They can move across multiple industry verticals and WFM platforms in a multi-skill, multimedia environment, while building solid relationships with both our internal cross-functional teams and our client partners. The WFM Manager ensures WFM practice balances the needs of the client, business and the needs of our agents as optimally as possible, driving continual improvement and adaptation.

Job Responsibilities:
Set strategic direction and manages overall delivery of forecasting, scheduling, and operational metrics of the accounts within the location.

Work with key stakeholders to ensure WFM initiative and priorities are aligned and delivered to meet contractual requirements.

Work with the onsite and offshore WFM team to provide forecasting and scheduling requirements for each account.

Responsible for driving achievement of resource planning metrics.

Brief management on status of WFM functions and metrics.

Coordinates with Operations (Team Leaders, Operational Managers, DPE) and Clients ensure WFM processes and practices are in place and properly executed.

Determine policies and procedures.

Identify and leverage best practices,

Ensure effective use of resources and automated systems.

Implements productivity and revenue increase by driving efficiency and other related initiatives.

Act as escalation point to address and resolve WFM support matters for the programme.

Manage and ensure delivery of the executions of WFM plans, ensuring the onsite and offshore team is meeting deliverables and deadlines.

Manage the ongoing development of the onsite WFM Teams (Employee satisfaction, upskilling).

Essential Criteria

WFM of Solutions experience; demonstrate a clear understanding and first-hand experience of workforce management principles and processes in the following primary functional areas:

Forecasting and Capacity Planning – Must have practical experience

Scheduling – Must have practical experience

WFM Reporting

Prior experience of B2B and client level communications.

Demonstrates knowledge and experience of WFM Applications (in particular IEX) / Call center tools / ACD Switch.

At least two years WFM practical experience in Forecast and Planning methods.

Desirable Criteria

MS Office: Advanced Excel, experiences using other MS applications.

Practical Experience of WFM Applications: NICE IEX Total view preferred.

Knowledge of reporting tool and processes.

Prior experience in a management / supervisory capacity.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Concentrix is an equal opportunity employer and an E-verify participant. Concentrix considers qualified applicants without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity or expression, veteran status, disability status or any other legally protected characteristic.

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Location:
CAN, ON, Work-at-Home

Language Requirements:
Time Type:
Full time

Please Note: Job cannot be performed in the state of Colorado, USA.