Senior WFM Planning & Scheduling Leader

Concentrix; Pasig; On-site; PHP 2,000,000 - 2,800,000; Full time

Job summary

Concentrix is seeking a WFM Leader in Pasig, Metro Manila to manage multiple CRM accounts and establish staffing, scheduling, forecasting, and planning procedures. The role acts as liaison between WFM Services and Operations, driving continuous improvement and ensuring KPI/SLA targets are met across geographies.

The candidate will lead projects, transition new clients, and collaborate to develop business proposals for potential clients, while developing WFM employees through certifications.

Qualifications

• 11+ years of overall work experience with 5+ years in WFM (CRM domestic & international).
• Minimum of five years of experience in Outsourcing Industry.
• Strong understanding of WFM fundamentals and workforce planning.
• Experience designing and implementing strategic WFM initiatives.
• Familiarity with contact center methodologies and BI/reporting.

Responsibilities

• Lead and Manage WFM Consulting projects.
• Engage in Proof-of-Concept for the WFM Services vertical.
• Track and manage PnL for the WFM Engagements portfolio.
• Support/drive transitioning of new clients.
• Collaborate with WaaS leadership to create proposals for potential clients.
• Act as the CNX WFM Account manager for accounts.
• Develop/deploy innovative solutions; lead testing of new tools/technologies.
• Manage KPI/SLA targets for accounts and vendor ranking.
• Oversee WFM Services for aligned accounts across geographies.
• Define & develop process strategy, tools & solutions for WFM disciplines.
• Design and implement continuous improvement/high impact projects.
• Benchmark WFM practices and create roadmaps for continual transformation.
• Facilitate WFM certification development for employees.
• Build pipeline of resources for growth and onboarding.

Skills

WFM fundamentals

Forecasting

Capacity planning

Scheduling

KPI tracking

SQL

BI reporting

Contact center

Vendor management

Problem solving

Leadership

Decision making

Ambiguity management

Tools

NICE WFM

Verint

Aspect

Job description

Concentrix is seeking a WFM Leader in Pasig, Metro Manila to manage multiple CRM accounts and establish staffing, scheduling, forecasting, and planning procedures. The role acts as liaison between WFM Services and Operations, driving continuous improvement and ensuring KPI/SLA targets are met across geographies.

The candidate will lead projects, transition new clients, and collaborate to develop business proposals for potential clients, while developing WFM employees through certifications.