WFM Senior Manager: Forecasting & Scheduling

Concentrix; Medellín; On-site; COP 90,000,000 - 180,000,000; Full time

Job summary

Concentrix is seeking a senior-level WFM professional to design and implement scheduling and capacity planning across multiple contact center locations. You will build and lead a responsive team to meet staffing targets, forecast volumes, and translate data into actionable hiring plans and schedules.

You will analyze volume drivers and implementation of improvements, partnering with executives to expand WFM capabilities and governance.

Qualifications

• Manager experience required
• Associate's degree in related field from a four-year college or university
• Experience in operations, volumes management, forecasting, capacity planning, scheduling and real-time management
• Excellent communication skills, both written and verbal
• Advanced Microsoft Office skills
• Proven ability to mentor, coach and provide direction to a team
• Demonstrated initiative and ownership with focus on continuous improvement
• Attention to detail
• Understanding of business operations and industry
• Ability to analyze large data to create strategic action plans

Responsibilities

• Plan daily volume and staffing to meet service levels
• Forecast for weeks and months; adjust schedules including OT plans
• Develop and manage capacity planning tools for hourly, daily, and monthly outlooks
• Translate forecasts into hiring plans and staff schedules
• Optimize schedule placement to match volume patterns
• Analyze volume drivers and performance to identify risk and improvement opportunities
• Support cross-functional partners with WFM insights and governance
• Lead and mentor the WFM team and drive process improvements

Skills

Communication

Mentoring/coaching

Data analysis

Project management

Education

Associate's degree in related field

Tools

Microsoft Office

Job description

Concentrix is seeking a senior-level WFM professional to design and implement scheduling and capacity planning across multiple contact center locations. You will build and lead a responsive team to meet staffing targets, forecast volumes, and translate data into actionable hiring plans and schedules.

You will analyze volume drivers and implementation of improvements, partnering with executives to expand WFM capabilities and governance.