Manager I, WFM Real Time Management

cnx; India; On-site; INR 1,800,000 - 2,600,000; Full time

Job summary

Concentrix in Bangalore, India seeks a Manager I, WFM Real Time Management with 4–5 years of experience. The role leads a team of analysts, drives capacity decisions, and partners on AI-powered WFM initiatives to optimize customer service and cost efficiency.

The candidate will coordinate with cross-functional teams, translate analytics into strategic actions, and influence senior leadership with data-driven recommendations. This is a full-time on-site position based in Bangalore.

Qualifications

• Graduation required; strong analytical capabilities and data-driven mindset.
• Experience applying scientific methods to real-world problems.
• Excellent communication across leadership and cross-functional teams.
• Ability to translate quantitative findings into actionable insights.
• Experience querying and manipulating large data sets.
• Ability to balance speed and accuracy in analysis.

Responsibilities

• Build and lead a team of business analysts.
• Act as the Bangalore site ambassador for the Customer Success Modern Operations organization.
• Develop data-driven insights to drive capacity decisions and improve outcomes.
• Own the capacity waterfall and data handoffs for WFM.
• Collaborate with product and development teams on an AI-powered WFM platform.
• Oversee data mining, statistical analysis, and predictive modeling activities.
• Lead cross-functional strategic projects and initiatives.
• Advise senior leaders with data-driven recommendations.
• Optimize occupancy to balance service quality and cost.
• Define success metrics and drive improvements across Expert Network teams.
• Influence roadmap with findings and drive change in outcomes.

Skills

Leadership

Data-driven decisions

Communication

Statistical analysis

Big data analytics

Education

Graduation

Tools

SQL

Programming

AI/ML concepts

Job description

Job Title: Manager I, WFM Real Time Management

Job Description

ROLE: 8A, 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

Disclaimer

'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'

Location: IND Bangalore - Ecospace Bus Park

Language Requirements:

Time Type: Full time