Manager I, WFM Real Time Management

Concentrix; Bengaluru; On-site; INR 2,800,000 - 4,500,000; Full time

Job summary

Concentrix is seeking a Manager I, WFM Real Time Management in Bengaluru to build and lead a team of contracted business analysts. The role focuses on delivering data-driven capacity decisions and optimizing Expert Network outcomes within a modern WFM platform.

You will collaborate with product and development teams to advance an AI-powered E2E WFM platform, manage advanced analytics, and influence strategic business decisions through insights.

Qualifications

• Innovative and disruptive technology leader solving long term strategic outcomes.
• Proven ability to apply scientific methods to solve real-world problems.
• Strong business and product sense: shaping vague questions into well-defined analyses and success metrics.
• Excellent communication skills: lead initiatives across multiple work streams and communicate findings to leadership.
• Knowledge to translate quantitative findings into actionable insights and influence decisions.
• Ability to identify where data can have the most impact and clearly communicate findings.
• Turn ambiguous questions into clear deliverables and insights.
• Experience in querying and manipulating large data sets.
• Strong background in statistical analysis, programming, and experimentation.
• Graduation required.

Responsibilities

• Build and lead a team of contracted business analysts with guidance.
• Develop data-driven insights to drive Expert Network capacity decisions.
• Explain the capacity waterfall in the WFM process.
• Collaborate with product management to contribute to an AI powered E2E WFM platform.
• Oversee data mining, statistical analysis, and predictive modeling activities.
• Lead or contribute to large-scale strategic projects with cross-functional teams.
• Share findings with leadership to influence Expert Network outcomes.
• Optimize Expert occupancy for premium service and cost efficiency.

Skills

Data analysis

Statistical analysis

Programming

Experimentation

Communication skills

Leadership

Decision support

Strategic thinking

Problem solving

Education

Graduation

Job description

ROLE: Manager I, WFM Real Time ManagementDESIGNATION :Manager I, WFM Real Time ManagementLOCATION : Bangalore, IndiaYEARS OF EXPERIENCE : 4-5 YearsConcentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.Role And Key ResponsibilitiesBuild and lead a team of contracted business analysts, providing leadership, direction, and guidance.Act as the Bangalore site ambassador for the Customer Success Modern Operations organizationDevelop data-driven insights to drive Expert Network capacity decisions and improve business outcomes.Technical understanding of upstream workforce management (WFM) value chain to own the comprehensive handoff and explanation of the capacity waterfallCollaborate with product management and development teams to contribute to an AI Powered E2E WFM PlatformManage operational effectiveness of data mining, statistical analysis, and predictive modeling programming activities.Partner with cross-functional teams to initiate, lead, or contribute to large-scale/complex strategic projects.Act as a thought partner to senior leaders to prioritize/scope projects, provide recommendations, and evangelize data-driven business decisions in support of strategic goals.Optimize Expert occupancy to match premium customer service with optimal internal productivity and cost management.Partner closely with all Expert Network teams to make critical decisions about where we invest our efforts, understanding the impact of our business, defining key success metrics, and core segmentations.Influence team's roadmap by sharing findings with the rest of the company, and driving and verifying change in our Expert Network outcomes.QualificationsInnovative and disruptive technology leader solving long term strategic outcomesProven ability to apply scientific methods to solve real-world problemsStrong business and product sense: delight in shaping vague questions into well-defined analyses and success metrics that drive business decisionsExcellent communication skills: able to lead initiatives across multiple work streams and communicate findings with leadership teamsKnowledge to translate quantitative findings into actionable insights and influence business decisionsAbility to draw on experience to identify where data can have the most impact and clearly communicate findings and recommendations to partner teamsAbility to turn ambiguous questions and problems into clear deliverables and insightsExperience in querying and manipulating large data setsAbility to make trade offs between speed and accuracy wiselyStrong background in statistical analysis, programming, and experimentationEducation: GraduationDisclaimer:-'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for ‘recruitment’, ‘processing’ or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authoritie'