Workforce Management Manager Job in Gurgaon at Concentrix

Concentrix is hiring for the role of Workforce Management Manager!

Responsibilities of the Candidate:

• Lead and Manage WFM Consulting projects
• Engage in Proof-of-Concept for the WFM Services vertical
• Track and Manage the PnL for the portfolio of WFM Engagements
• Support/drive transitioning of new clients
• Act as the CNX WFM Account manager for his/her accounts
• Partner with the client team to develop/deploy innovative solutions. Facilitate/Lead testing of new tools/technologies to improve overall WFM Contact Centre efficiency
• Manage all contractual KPI/SLA targets for the account and ensure that accounts are in competitive vendor ranking
• Manage the WFM Services for the aligned accounts and team for various geographies
• Responsible and accountable for defining & developing Process Strategies, Tools, & Solutions for the delivery of WFM Disciplines (Forecasting, Capacity Planning, Scheduling, Activity Management, Real-time Adherence, and Performance Tracking) 
• Design and Implement continuous improvement/high-impact projects
• Benchmark WFM practices, identify gaps, and create a roadmap to facilitate the continual transformation of WFM Services
• Facilitate the development of WFM employees through effective certifications in WFM University
• Work on creating a pipeline of resources to cater to growth in existing accounts as well as new on-boarding new clients
• Planning & Scheduling
• Manpower Planning, Scheduling, Transitioning new logos
• Updating & maintaining master trackers
• Preparing and publishing periodic reviews for management
• Preparing PPTs and presentations
• Forecasting knowledge and ability to forecast basis different methodologies.
• Running scenarios and simulations based on the requirement
• Data reporting to other departments like Finance, IT Operations, etc.
• Creating Interactive Dashboards for Client and Delivery
• Recognize and recommend operational and support improvements for the enterprise
• Understanding of Workload and HC calculations
• Perform financial evaluation using actual performances which involves relevant WFM metrics and contractual targets
• Provide end-to-end analysis of financial assessment every week rolling up to the month
• Create accruals for revenues that may have been possibly earned but are not yet recorded in the account

Requirements:

• Education: Graduation
• Knowledge of Contact Centre methodologies and operational principles
• Excellent communication skills
• Thought leadership, outcome-focused
• Strong ownership and can-do attitude, dealing with ambiguity
• Awareness of the Industry trends/ Upcoming technologies that would impact the Contact Centre Industry
• Analytical and Problem-solving ability
• Knowledge of Contact Center Telephony/IVR and routing platforms
• Experience in SQL, business intelligence, and reporting platforms would be an added advantage
• Experience in transitioning projects shall be an added advantage
• Ability to simplify complex operations into repeatable processes
• Comfortable in a fast-paced environment