Manager I, WFM Real Time Management

Concentrix Daksh Services India Private Limited; Bengaluru; On-site; INR 1,500,000 - 2,500,000; Full time

Job summary

Concentrix Daksh Services India Private Limited seeks a Manager I, WFM Real Time Management in Bangalore to lead a team, drive real-time capacity decisions, and partner with product and development teams on an AI-powered WFM platform.

You will own data mining, statistical analysis, and predictive modeling activities, influencing senior leadership with data-driven recommendations and optimizing occupancy for premium service and efficiency.

Qualifications

• Graduation is required.
• Experience applying scientific methods to real-world problems.
• Excellent communication across leadership teams.
• Ability to translate quantitative findings into actionable insights.

Responsibilities

• Build 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 organization.
• Develop data-driven insights to drive capacity decisions and improve business outcomes.
• Own the comprehensive handoff and explanation of the capacity waterfall in WFM.

Skills

Data analytics

Leadership

Communication skills

Statistical analysis

Programming

Education

Graduation

Tools

SQL

Big data tooling

Job description

Job Title: Manager I, WFM Real Time Management

Job Description ROLE: Manager I, WFM Real Time Management

DESIGNATION : Manager I, WFM Real Time Management

LOCATION : Bangalore, India

YEARS OF EXPERIENCE : 4-5 Years

Concentrix 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 Responsibilities

• Build 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 organization.
• Develop 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 waterfall.
• Collaborate with product management and development teams to contribute to an AI Powered E2E WFM Platform.
• Manage 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.

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: delight in shaping vague questions into well-defined analyses and success metrics that drive business decisions.
• Excellent communication skills: able to lead initiatives across multiple work streams and communicate findings with leadership teams.
• Knowledge to translate quantitative findings into actionable insights and influence business decisions.
• Ability to draw on experience to identify where data can have the most impact and clearly communicate findings and recommendations to partner teams.
• Ability to turn ambiguous questions and problems into clear deliverables and insights.
• Experience in querying and manipulating large data sets.
• Ability to make trade offs between speed and accuracy wisely.
• Strong background in statistical analysis, programming, and experimentation.

Education

Graduation

Location: IND Bangalore - Ecospace Bus Park

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 design brand-defining experiences. The technologists & engineers who build smarter 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.