Manager I, Planning & Scheduling

Concentrix CVG Malaysia Sdn. Bhd.; Kuala Lumpur; On-site; MYR 90,000 - 180,000; Full time

Job summary

Concentrix CVG Malaysia Sdn. Bhd. in Kuala Lumpur is seeking a Manager I, Planning & Scheduling to drive WFM across location accounts and align with Geo Leadership.

The role focuses on capacity planning, scheduling, and WFM metrics while coordinating with onsite and offshore teams to meet contractual requirements. The position involves educating stakeholders on standardized WFM processes, ensuring efficient resource use, and acting as the escalation point for WFM support matters.

Responsibilities

• Drive capacity planning, scheduling, and WFM metrics for location accounts.
• Coordinate with onsite and offshore WFM teams to meet deliverables and deadlines.
• Educate stakeholders on predefined WFM processes and procedures by senior leadership of WFM.
• Act as escalation point to address and resolve WFM support matters for the program.

Job description

Job Title: Manager I, Planning & Scheduling Job Description

The WFM Manager drives CRM contact performance and WFM Process maturity through implementation and maintenance of best practice WFM across the location accounts under the supervision and alignment of the Geo Leader. They can move across multiple industry verticals and WFM platforms in a multi-skill, multimedia environment, while building solid relationships with both our internal cross-functional teams and our client partners. The WFM Manager ensures WFM practice balances the needs of the client, business and the needs of our agents as optimally as possible, driving continual improvement and adaptation. Set strategic direction and manages overall delivery of Capacity Planning, scheduling, and WFM related metrics of the accounts within the location. Stands as representative and Point of Contact for the clients they manage their business for the WFM part. Work with key stakeholders to ensure WFM initiative and priorities are aligned and delivered to meet contractual requirements. Work with the onsite and offshore WFM team to provide Planning and scheduling requirements for each account. Responsible for driving achievement of resource planning metrics. Brief management on status of WFM functions and metrics. Coordinates with Operations (Operational Managers) DPE/ Account Management and Clients to ensure WFM processes and practices are in place and properly executed. Educating both their Direct reports and other functions stake holders about pre-defined process and procedures by Senior leadership of WFM. Identify and leverage best practices. Ensure effective use of resources and automated systems. Implements productivity and revenue increase by driving efficiency and other related initiatives. Act as escalation point to address and resolve WFM support matters for the program. Manage and ensure delivery of the executions of WFM plans, ensuring the onsite and offshore team is meeting deliverables and deadlines. Manage the ongoing development of the onsite WFM Teams (Employee satisfaction, upskilling).

Location: MYS Kuala Lumpur Nu Tower 2

Language Requirements: English (Required) Time Type: Full time

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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 designbrand-defining experiences. The technologists & engineers who buildsmarter 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.