Senior WFM Leader: Forecasting & Capacity Planning

Concentrix; Perímetro Urbano Medellín; Presencial; COP 18.000.000 - 30.000.000; Jornada completa

Descripción de la vacante

Concentrix Medellín seeks a Sr. Manager, WFM to lead staffing, forecasting and capacity planning across multiple CRM accounts. You will design processes, build tools, and align WFM with Operations to ensure service levels and cost efficiency.

You will develop a high-performing team, set governance across WFM disciplines, and partner with executive leadership to implement new capabilities while driving continuous improvement in staffing and delivery.

Formación

• Excellent written and verbal communication; able to present to internal/external stakeholders.
• Experience in operations, volumes management, forecasting, capacity planning, scheduling and real-time management.
• Ability to mentor and lead a team, drive continuous improvement, and manage multiple priorities.

Responsabilidades

• Plan for the day: volume forecasting, staff scheduling.
• Plan for the week: scheduling adjustments including OT plans.
• Forecast monthly volumes and measure results.
• Develop capacity planning tools to forecast customer volume hourly, daily, and monthly.

Conocimientos

Communication

MS Office

Planning & prioritization

Mentoring & coaching

Initiative & ownership

Attention to detail

Business acumen

Data analysis

Educación

Associate's degree in related field

Herramientas

Microsoft Office

Descripción del empleo

Concentrix Medellín seeks a Sr. Manager, WFM to lead staffing, forecasting and capacity planning across multiple CRM accounts. You will design processes, build tools, and align WFM with Operations to ensure service levels and cost efficiency.

You will develop a high-performing team, set governance across WFM disciplines, and partner with executive leadership to implement new capabilities while driving continuous improvement in staffing and delivery.