WFM Supervisor

About the job

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:

• Responsible for preparing team project organization, centralized and site interaction, planning and expediting/verifying the overall success of WFM management functionalities. Initiate and manage all WFM communication among the centralized and site teams.
• Preparation of weekly performance / KPI reports and maintaining performance dashboards
• Administration of communication to and from Operations and other support departments
• Oversee proactive scheduling of discretionary activities such as training, meetings, overtime and under time
• Preparing ad-hoc reports & analysis for management reporting and needs
• Assisting in automating reports by designing macros
• Maintaining and updating trackers for ongoing programs & projects
• Optimize use of tools/technology & to improve efficiency and effectiveness of the organization
• Responsible for maximizing efficiency and occupancy while meeting service objectives
• Oversee analysis and reporting of employee performance including schedule adherence
• Recognize and recommend operational and support improvements
• Supporting key strategic projects involving Data mining & Analytics
• Drive Special Projects and Initiatives assigned
• Resolve escalated issues and requests from the account management
• Perform other duties and assignments as directed

Key Skills and knowledge:

• Knowledge of Contact Centre methodologies and WFM principles
• 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
• Ability to simplify complex operations into repeatable processes
• Comfortable in fast-paced environment
• Ability to make decision in time sensitive ambiguous situations
• Scheduling & Forecasting skill - preferred
• Ability to handle pressure situations
• Ability to simplify complex operations into repeatable processes

Educational qualification: