WFM Manager

About Concentrix:

Concentrix is a leading CX Solution Company. We focus on customer engagement and improving business outcomes for over 450 global clients across six continents. Our 2,25,000 + staff deliver technology-infused, omni-channel customer experience management, marketing optimization, digital, consulting, analytics, and back office solutions in 70+ languages from 125+ delivery centres. We serve automotive; banking and financial services; insurance; healthcare; technology; consumer electronics; media and communications; retail and e-commerce; travel and transportation; and energy and public sector clients.

Visit www.concentrix.com to learn more.

Role:

WFM Manager Location:

Jakarta, Indonesia

Responsibilities: • The person will be PIC and Contact for any Client requirements. • Partner with client team to develop/deploy innovative solutions. Facilitate/Lead testing of new tools/technologies to improve overall WFM Contact Center efficiency. P • Support/drive transitioning of new clients. • Manage all contractual KPI/SLA targets for the account and ensure that accounts are in competitive vendor ranking for your account. • Manage the WFM Services for the aligned accounts and team for various geographies. • Proactive Detection, Alerts and Notifications on Gaps. • Responsible and accountable for defining & developing Process Strategy, Tools, & Solutions for 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 roadmap to facilitate continual transformation of WFM Services. • Facilitate 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

Desired Skills: • Min Education Diploma and at least have experience 6 - 10 years in same field • Knowledge of Contact Centre methodologies and operational principles. • Excellent communication skills. • Thought leadership, Outcome focused. • Strong ownership and can-do attitude, dealing with ambiguity. • Knowledge of WFM Tools (NICE WFM/Verint/Aspect). © 2019 Concentrix Corporation. All rights reserved • Awareness of the Industry trends/ Upcoming technologies which would impact Contact Center 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 would be an added advantage. • Extensive experience with WFM software. • Exposure to Nice WFM tool added advantage. • Comfortable in fast-paced environment. • Experience in Travel vertical /domain would be an added advantage.