Sr. Manager, WFM

Concentrix; Perímetro Urbano Medellín; On-site; COP 18,000,000 - 30,000,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Communication

MS Office

Planning & prioritization

Mentoring & coaching

Initiative & ownership

Attention to detail

Business acumen

Data analysis

Education

Associate's degree in related field

Tools

Microsoft Office

Job description

Job Title: Sr. Manager, WFM Job Description

WFM Leader will be responsible for handling multiple CRM accounts. This position is responsible for establishing procedures and processes for the location associated with staffing, scheduling, forecasting and planning. The identified resource is expected to ensure a successful delivery of WFM support and acts as a liaison between WFM Services and Operations organization. Responsible for design and implementation of scheduling and capacity planning to support multiple contact center locations. Build, develop and lead Resource Planning into a highly responsive team that meets the required standards and deliver on critical staff planning activities:

1. planning for the day (volume forecasting, staff scheduling)
2. planning for the Week (making scheduling adjustments including OT plans)
3. forecasting for the month
4. measuring results

Develop/manage capacity planning tools to accurately forecast customer volume via various channels hourly, daily, and monthly. Translate this information into hiring forecasts and staff schedules. Optimize schedule placement to best match volume arrival patterns. Analyse volume drivers by source, handle time, root cause to effectively identify event avoidance and contact reduction opportunities. Utilize forecasting/staffing information to properly support the contact center Operations in terms of seat capacity, work locations, workstations, hardware, etc. Ensure clear goals, objectives, and performance standards are established and communicated across all levels within the team and for cross-functional partners. Regularly review team procedures and process flows to ensure that they meet guidelines and Client needs. Participate in special projects as needed and perform other duties as assigned. Research and recommend process improvement solutions, ensure efficiency and currency of the established procedures to achieve optimum performance levels for the contact center operations. Provide constant reviews and feedback on areas of potential risks and threats to identify these risk elements and take appropriate corrective and/or preventive measures. Manage internal communications process between WFM GEOs’ Partner with various business verticals to enhance WFM support in newer and unexplored disciplines. Propose, Plan and Implement new WFM capabilities and initiatives with Executive Leadership. Responsible for setting strategic direction for all WFM disciplines. Define and communicate Governance Structure, objectives and operational guiding principles. Should aim at reducing costs, improve service levels, optimize customer satisfaction.

Candidate Profile

• Entry level: Manager experience required
• Associate's degree in related field from a four-year college or university with more than ten years of relevant experience (with two to four years of Progressive Mgmt Experience) preferred
• Experience in operations, volumes management, and / or forecast, capacity planning, scheduling and real time management
• Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates
• Advanced Microsoft Office skills
• Proven ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment
• Demonstrated ability to mentor, coach and provide direction to a team of employees
• Demonstrated ability to take initiative and ownership with focus on continuous improvement
• Excellent attention to detail
• Demonstrated ability to foster customer service disposition and sense of professionalism for self and team
• Solid understanding of the organization's business operations and industry. Demonstrated business acumen
• Demonstrated ability to comprehend, analyze, and interpret. Ability to analyze large quantities of raw data to create strategic action plans

Location: COL Medellin - Aventura - Carrera 52 # 65-91 Oficina 0740

Language Requirements: English (Required)

Time Type: Full time

Mission

Hi, we're Concentrix. We’re a global technology and services leader that powers the brands of the future. We help well-known brands — the ones you use every day — improve their businesses with technology and integrated solutions, in over 70 countries. Company Overview: We power the brands of the future. Some call us a global technology and services leader. But we’re so much more. Human-centered, tech-powered, intelligence fuelled. Every day we’re busy helping over 2000 of the world's best brands solve their toughest business challenges. Whether it’s…… designing game-changing brand experiences, building and scaling secure AI technologies, or building loyalty to drive revenue. We’ve got them covered. But how? We design, build, and run fully integrated, end-to-end solutions across the entire enterprise, at speed and scale. We’re the strategic thinkers who designbrand-defining experiences. The technologists & engineers who buildsmarter solutions. And the operational experts who run it all and make it work seamlessly. By integrating strategy & design with data & analytics, enterprise technology, and digital operations. You could say, at the heart of everything we do lies a commitment to transform the way companies connect, interact, and grow across the world and into the future.

Experience the power of Concentrix.

Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.