Concentrix

Job Title:

Supervisor, WFM

Job Description

• Ensures the successful delivery of WFM support and acts as a liaison between WFM Shared Services and Operations organization.
• Participates in the action and strategic planning process that establishes annual objectives and goals for an organization
• Manage the representatives and analysts team providing coach and feedback monthly.
• Participate of monthly meeting with customers.
• Be the Captain of the forecast, capacity plan, real time, analytics and reporting processes.
• Guarantee the accuracy of all WFM processes
• Provide climate actions to guarantee a work environment connected to the CNX values.
• Guarantee that all WFM member are compliance with WFMU.

Job Description Summary: The Supervisor WFM, will be responsible for the supervision of the Real-Time team .

This position will maintain the internal policies and procedures, support operations and RTA analysts in identifying trends, providing input on metric improvements, including forecast versus actuals.

Job Description:

• Ensures the successful delivery of WFM support and acts as a liaison between WFM Shared Services and Operations organization.
• Manage and lead the Real Time Analysts providing coach and feedback on a weekly basis.
• Active participation in the Forecast and Capacity plan meetings.
• Lead Real time, Analytics and Reporting processes.
• Implement strategic planning processes and share best practices inside the teams.
• Guarantee the accuracy of all WFM processes.
• Provide climate actions to guarantee a work environment connected to the CNX values.
• Guarantee that all WFM members are in compliance with WFMU.

Candidate Profile

• Proficient in Excel and other Microsoft Office tools.
• 2 years’ and a solid experience in WFM.
• Experience with WFM tools (IEX, Verint-BluePumpkin, Teleopti, Calabrio and Genesis), Avaya-CMS.
• Multi-program / Multi-campaign experience.
• Ability to multi-task and meet timelines on deliverables.
• Effective communication skills, both written and verbal.
• Detail oriented.
• Results oriented.
• Change Management.
• Build Strategic Relationships with stakeholders.
• Quick learner and self-starter.
• Associate's degree in related field not required but is a plus.
• Proficient in English #LATAMCNX

Additional Job Description Disclaimer The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title. Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic

Location:

JAM Montego Bay - Free Trade Zone

Language Requirements:

Time Type:

Full time2024-04-30

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