Real-Time WFM Planning & Scheduling Lead

Concentrix; Davao City; On-site; PHP 900,000 - 1,200,000; Full time

Job summary

Concentrix is seeking a results-driven WFM/Command Center leader to supervise real-time associates and drive optimal labor utilization while meeting service levels. You will monitor multiple sites, coordinate across stakeholders, and implement strategies to improve efficiency and performance in a fast-paced, 24/7 environment.

Responsibilities include developing intraday WFM processes, creating dashboards, and guiding teams through performance reviews and continuous improvement initiatives.

Qualifications

• Bachelor's degree in related field from a college or university with two to four years of relevant experience preferred.
• Understanding of the financial impact of all decisions made within WFM.
• Solution driven and result oriented mindset.
• Strong oral and written communication skills.
• Highly Proficient in Microsoft Office tools.
• Willingness to work in dynamic 24*7 environment handling international programs/clients.
• Demonstrated ability to multi-task, prioritize and meet timelines of deliverables.
• Self-starter, sense of urgency and works well under pressure.
• Strong attention to detail.
• Highly professional and able to develop strong business partnerships.
• Hands on experience on any one or more WFM tools like IEX/eWFM/Avaya/Genesys is essential.
• Ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment.
• Ability to mentor, coach and provide direction to team members.
• Ability to take initiative and ownership with focus on continuous improvement.
• Demonstrated ability to foster customer service disposition and sense of professionalism for self and team.
• Solid understanding of the organization's business operations and industry. Demonstrated business acumen.
• Demonstrated ability to comprehend, analyze and interpret.

Responsibilities

• Supervise a team of Real-time associates and/or individual contributors within the Command Center environment.
• Ensure cost control, labor utilization, and service level targets.
• Monitor sites, analyze call volumes and trends, and implement strategies.
• Manage labor during low volume periods to maximize revenue.
• Participate in business continuity and disaster recovery meetings.
• Develop SLA documents with stakeholders for Command Center tasks and timelines.
• Collaborate with planning for proactive decision making in command center executions.
• Establish intraday WFM processes supporting assigned program requirements.
• Ensure consistent application of Command Center activities across multi-center environment.
• Measure program performance and drive improvement plans; prepare dashboards and conduct review meetings.

Skills

WFM knowledge

Communication skills

Multi-tasking

Microsoft Office

Coaching/mentoring

Deadline-oriented

Attention to detail

Problem solving

Team leadership

Pressure handling

Education

Bachelor's degree in related field

Tools

IEX

eWFM

Avaya

Genesys

Job description

Concentrix is seeking a results-driven WFM/Command Center leader to supervise real-time associates and drive optimal labor utilization while meeting service levels. You will monitor multiple sites, coordinate across stakeholders, and implement strategies to improve efficiency and performance in a fast-paced, 24/7 environment.

Responsibilities include developing intraday WFM processes, creating dashboards, and guiding teams through performance reviews and continuous improvement initiatives.