Sr. WFM Manager

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

At Concentrix, we are looking for people like you: strategic leaders with extensive experience in Workforce Management, a comprehensive business perspective, and the ability to manage multiple accounts.

If you are passionate about leading high-performing teams, optimizing resource planning, and implementing strategies that improve service levels, reduce costs, and enhance the customer experience, we want to meet you!

What do you need to apply?

Minimum experience:

Experience in Workforce Management, at least at the Manager level, leading multiple accounts or portfolios.

English proficiency:

Advanced B2+ or C1 level.

Key skills:

Strategic leadership, capacity planning, forecasting, staffing, scheduling, data analysis, risk management, cost optimization, results orientation, and effective communication with executive teams and cross-functional stakeholders.

What will you do in this role?

• 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 different locations and service channels.
• Lead and develop the Resource Planning team, ensuring an effective response to the operation’s daily, weekly, and monthly needs.
• Translate volume forecasts into hiring plans, staff schedules, and efficient resource allocation strategies.
• Analyze the factors affecting contact volumes and handling times to identify optimization and contact reduction opportunities.
• Establish goals, performance standards, governance structures, and operational guidelines for WFM teams.
• Review procedures and workflows to ensure compliance with internal guidelines and client requirements.
• Identify operational risks and develop preventive and corrective actions to ensure business continuity and operational efficiency.
• Partner with Operations and other business areas to strengthen WFM support and develop new capabilities.
• Propose, plan, and implement strategic Workforce Management initiatives in collaboration with the Executive Leadership team.
• Drive cost optimization, service-level improvements, and customer satisfaction.

Work arrangement:

Hybrid, primarily on-site at any of our locations.

Compensation

Annual bonus: Up to 6% of the total annual salary, subject to performance and the applicable company policy.