Senior WFM Leader: Multi-Account Strategy & Optimization

Concentrix; Medellín; Hybrid; COP 180,000,000 - 240,000,000; Full time

Benefits offered by this job

Annual bonus up to 6%

Job summary

Concentrix is seeking a senior Workforce Management leader to shape and drive WFM strategy across multiple accounts and contact centers. You will design staffing, scheduling, forecasting, and capacity plans, and lead a team to meet daily, weekly, and monthly needs while optimizing resources and costs.

You will translate volumes into hiring plans, monitor metrics, and collaborate with executive teams to implement initiatives that improve service levels and customer experience.

Qualifications

• Experience in Workforce Management at manager level leading multiple accounts.
• Advanced English proficiency (B2+ or C1).

Responsibilities

• Define and lead the Workforce Management strategy for multiple accounts and contact center operations.
• Design and implement staffing, scheduling, forecasting, and capacity planning processes across locations and channels.
• Lead and develop the Resource Planning team to meet daily, weekly and monthly needs.
• Translate volume forecasts into hiring plans, staff schedules and resource allocation strategies.
• Analyze factors affecting contact volumes and handling times to identify optimization opportunities.
• Establish goals, performance standards and governance for WFM teams.
• Review procedures to ensure compliance with guidelines and client requirements.
• Identify operational risks and implement preventive and corrective actions for continuity and efficiency.
• Partner with Operations to strengthen WFM support and develop new capabilities.
• Plan and implement strategic WFM initiatives with executive leadership; drive cost and service improvements.

Skills

Strategic leadership

Capacity planning

Forecasting

Staffing

Scheduling

Data analysis

Risk management

Cost optimization

Results orientation

Executive communication

Job description

Concentrix is seeking a senior Workforce Management leader to shape and drive WFM strategy across multiple accounts and contact centers. You will design staffing, scheduling, forecasting, and capacity plans, and lead a team to meet daily, weekly, and monthly needs while optimizing resources and costs.

You will translate volumes into hiring plans, monitor metrics, and collaborate with executive teams to implement initiatives that improve service levels and customer experience.