Workforce Management Real Time Manager

Concentrix; Bengaluru; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Concentrix is seeking a Manager I, WFM Real Time Management in Bangalore to lead a team of business analysts and act as the site ambassador for Customer Success Modern Operations. You will develop data-driven insights to guide capacity decisions and own the capacity waterfall handoff with cross-functional collaboration on AI-powered WFM initiatives.

The role requires 4-5 years of experience, a strong background in statistics and programming, and excellence in communicating findings to senior

Qualifications

• Innovative and disruptive technology leader solving long term strategic outcomes.
• Proven ability to apply scientific methods to real-world problems.
• Strong business and product sense, translating questions into analyses and success metrics.
• Excellent communication skills to lead initiatives across multiple streams.
• Ability to translate findings into actionable insights for leadership.
• Experience with large data sets and quantitative findings.
• Turn ambiguous questions into clear deliverables and insights.

Responsibilities

• Build and lead a team of contracted business analysts with direction and guidance.
• Act as the Bangalore site ambassador for the Customer Success Modern Operations.
• Develop data-driven insights to drive capacity decisions and outcomes.
• Own the capacity waterfall handoff and explanation with stakeholders.
• Collaborate on an AI Powered E2E WFM Platform with product teams.
• Manage data mining, statistical analysis, and predictive modeling activities.
• Lead or contribute to large-scale strategic projects with cross-functional teams.
• Advise senior leaders to prioritize and scope projects with data-driven decisions.
• Optimize occupancy to balance premium service with cost control.
• Influence Expert Network investments and define success metrics.

Skills

Technology leadership

Scientific methods

Business sense

Communication skills

Data interpretation

Quantitative insights

Ambiguity to deliverables

Statistical analysis

Education

Graduation

Job description

Manager I, WFM Real Time Management 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

Location: IND Bangalore - Ecospace Bus Park

Language Requirements: Time Type: Full time Experience Level Mid Level