Supervisor - Workforce Management Job in Gurgaon at Concentrix

Concentrix is hiring for the role of Supervisor, Workforce Management!

Responsibilities of a Candidate:

• Supervise a group of agents, with the main responsibility of coaching, reporting, executing action plans, maintaining utilization, and day-to-day operational management.
• Ensure achievement of SLA targets.
• Conduct daily and weekly meetings to share business updates, and conduct RCA to identify drivers impacting performance.
• Work closely with subject matter experts on escalations as well as manage the queue and productivity of their teams.

Requirements:

• Experience in managing a Real-Time team for 1+ years with overall RTA exp of min 2+ years.
• Experience in managing multi-site and multivendor environments.
• Strong Communicator and decision-maker.
• Strong business acumen.
• Should be a go-getter and a collaborator.
• Analytical and Problem-solving ability.
• Ability to simplify complex operations into repeatable processes.
• Hands-on experience in Telephony and WFM tools. (Verint/IEX).
• High attention to detail and sense of professionalism and ability to develop relationships.