Senior WFM Programs Lead

Concentrix; Taguig; On-site; PHP 1,800,000 - 2,400,000; Full time

Job summary

Concentrix is seeking a WFM Leader in the Philippines to drive forecasting, capacity planning and scheduling across multiple CRM accounts. You will lead projects, manage transitions, and partner with WaaS leadership to propose innovative WFM solutions for clients.

You will own KPI/SLA targets, oversee real-time adherence and performance tracking, and mentor WFM staff through programs like WFM University in a fast-paced environment.

Qualifications

• 11+ years of overall work experience and 5+ years of experience in WFM (CRM domestic & international).
• Minimum of five years in outsourcing industry.
• Strong understanding of WFM fundamentals and strategic workforce planning.
• Knowledge of contact center methodologies and operating principles.
• Experience with transitioning projects is an asset.
• Ability to simplify complex operations into repeatable processes.

Responsibilities

• Lead and manage WFM consulting projects.
• Engage in proof-of-concept for WFM services vertical.
• Track and manage PnL for WFM engagements.
• Support/drive transitioning of new clients.
• Develop proposals with WaaS leadership for potential clients.
• Act as CNX WFM Account manager for accounts.
• Partner with client teams to deploy innovative WFM solutions.
• Facilitate testing of new tools/technologies to improve contact center efficiency.
• Manage contractual KPI/SLA targets and vendor ranking.
• Oversee WFM services for aligned accounts across geographies.
• Define and develop process strategies, tools, and solutions for WFM disciplines.
• Design continuous improvement/high-impact projects.
• Benchmark WFM practices and create transformation roadmaps.
• Develop WFM employees through certifications in WFM University.
• Build a pipeline of resources for growth and on-boarding of new clients.

Skills

WFM

Forecasting

Capacity Planning

Scheduling

Real-time Adherence

Performance Tracking

SQL

BI Reporting

Problem Solving

Analytical Thinking

IVR Knowledge

NICE WFM

Verint

Aspect

Tools

NICE WFM

Verint

Aspect

Job description

Concentrix is seeking a WFM Leader in the Philippines to drive forecasting, capacity planning and scheduling across multiple CRM accounts. You will lead projects, manage transitions, and partner with WaaS leadership to propose innovative WFM solutions for clients.

You will own KPI/SLA targets, oversee real-time adherence and performance tracking, and mentor WFM staff through programs like WFM University in a fast-paced environment.