Senior WFM Supervisor

2 weeks ago


Manila, National Capital Region, Philippines Concentrix Full time

About Concentrix

Concentrix, a wholly-owned subsidiary of SYNNEX Corporation (NYSE: SNX), is a leading business services company. We focus on customer engagement and improving business outcomes for over 450 global clients across six continents. Our 100,000+ staff deliver technology-infused, omni-channel customer experience management, marketing optimization, digital, consulting, analytics, and back office solutions in 40+ languages from 125+ delivery centers. 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 to learn more.

Job Description:

ROLE : Senior Lead/Supervisor WFM

LOCATION : Malaysia

Role & Responsibilities:

The WFM will act as a liaison between the Centralized and Site WFM teams. The WFM is responsible for team project organization, centralized and site interaction, planning and expediting/verifying the overall success of WFM management functionalities. Initiates and manages all WFM communications between centralized and site team.

· The Lead WFM Analyst will act as a liaison between the Centralized and Site WFM teams.

· The Lead WFM Analyst is responsible for team project organization, centralized and site interaction, verifying the overall success of WFM management functionalities.

· Initiates and manages all WFM communications between centralized, site teams, and leadership.

· Preparation of daily / Weekly / Monthly MIS reports & presentations / decks

· Preparing of schedules using IEX for different queues across locations and mitigating gaps in schedules.

· Root cause analysis of SLA deviations, action plan development and resolution

· Monitor real-time queue, schedule adherence & attendance.

· Key daily exception requests and update schedules

· Optimize breaks of the day or day before the actual schedule.

· Schedule ADHOC intra-day training requests and update schedules.

· Produce and analyze daily efficiency reports (representative availability, access level etc.)

· Attend/lead centralized and/or site management meetings, as required

· Strong data source relationship understanding is desired. Database knowledge will be ideal.

· Cater to real time reporting adhoc requests as and when required.

Skills

· Required good communication skill.

· Required excellent knowledge of MS Excel & Power point.

· Proficiency with in excel, access, SQL knowledge will be an added advantage.

· Willing to work 24*7.

· Candidate with RTA, Scheduling know how and reporting skill will be preferred.

· Knowledge of WFM Tools like CMS Avaya, IEX, databases.

· Ability to handle pressure situations.

· Drive for self-learning and knowledge enhancement

Experience

· Contact Centre Workforce Management experience

· Extensive experience with WFM software and reporting practices.

· Ability to simplify complex operations into repeatable processes

· Comfortable in fast-paced environment

· Ability to make decision in time sensitive ambiguous situations

Qualification: Any Graduate

Disclaimer :-

'Neither Concentrix Daksh Services India Private Limited nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for 'recruitment', 'processing' or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities.'


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