Sr. Representative, WFM Scheduling

Concentrix BPO Consulting Peru S.A.C.; Pachacámac; On-site; PEN 40,000 - 60,000; Full time

Job summary

Concentrix is seeking a Sr. Representative, WFM Scheduling in Lima. The role focuses on forecasting, capacity planning, scheduling and real-time monitoring to optimize staffing and meet performance goals.

You will manage agent preferences, time-off requests and shift bid processes, collaborate with operations, QA and Training, and prepare staffing reports for business reviews. Location: Lima, Av Primavera 1013; English required; full-time.

Qualifications

• WFM scheduling experience with staffing planning and intraday optimization.
• Ability to create and adjust schedules to meet daily/hourly targets.
• Knowledge of WFM metrics and performance drivers.

Responsibilities

• Create and manage staff schedules on a daily/hourly basis.
• Forecast, capacity plan, schedule and monitor in real time.
• Collaborate with operations, QA and Training to align staffing with goals.

Skills

Forecasting

Capacity Planning

Scheduling

Real-Time monitoring

English

Tools

IEX scheduling tools

Job description

Sr. Representative, WFM Scheduling

The Work Force Management (WFM) involves effective operational planning & execution including Forecasting, Capacity Planning, Scheduling & Real-Time monitoring. Creating and managing staff schedules to accomplish a particular task on a daily/hourly basis. The WFM function helps in decision making regarding revenue roadmap, focus on critical metrics and efficiency improvement for accounts/organization Manage agent preferences, time-off requests, shift bid process, trainings and overtime based on the intraday reports on performance and business goals. Collaborate with various Business units, Quality and Training to schedule the necessary training, and associate coaching to ensure the company's commitment towards quality. Review current processes of scheduling and staffing and uncover potential opportunities for efficiency improvement. Consult with operations to develop staffing requirements by setting thresholds for overhead, time-off, overtime and absences. Develop schedules and staffing plans for assigned business in an accurate and timely manner. Identify schedule/plan changes in relevant databases and escalated issues as appropriate. Prepare reports for hiring needs, schedule and staffing analysis for business reviews and stakeholders. Maintain various WFM tools and set ups e.g. IEX entities etc. Collaborate with other WFM departments like real time and planning to constantly review and improve the health of business and increase profitability.

Location: PER Lima - Av Primavera 1013

Language Requirements: English

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 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.