Sr. Manager, WFM Planning & Scheduling - Bridgetowne

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

WFM Leader will be responsible for handling multiple CRM accounts. This position is responsible for establishing procedures and processes for the location associated with staffing, scheduling, forecasting and planning. The identified resource is expected to ensure a successful delivery of WFM support and acts as a liaison between WFM Services and Operations organization.

Key Responsibilities

• Lead and Manage WFM Consulting projects.
• Engage in Proof-of-Concept for the WFM Services vertical
• Track and Manage the PnL for his portfolio of WFM Engagements
• Support/drive transitioning of new clients.
• Collaborate with WaaS leadership to create business proposals for potential clients
• Act as the CNX WFM Account manager for his accounts
• Partner with client team to develop/deploy innovative solutions. Facilitate/Lead testing of new tools/technologies to improve overall WFM Contact Center efficiency.
• Manage all contractual KPI/SLA targets for the account and ensure that accounts are in competitive vendor ranking for your account.
• Manage the WFM Services for the aligned accounts and team for various geographies.
• Responsible and accountable for defining & developing Process Strategy, Tools, & Solutions for delivery of WFM Disciplines (Forecasting, Capacity Planning, Scheduling, Activity Management, Real-time Adherence and Performance Tracking)
• Design and implement continuous improvement/high impact projects
• Benchmark WFM practices, identify gaps and create roadmap to facilitate continual transformation of WFM Services
• Facilitate development of WFM employees through effective certifications in WFM University
• Work on creating a pipeline of resources to cater to growth in existing accounts as well as new on-boarding new clients.

Profile & Experience

• 11 + years of overall work experience and 5+ years of experience required in WFM (CRM domestic & international).
• Minimum of five years of experience required in Outsourcing Industry.
• Excellent understanding of WFM fundamentals. Proven experience in the design, development and implementation of strategic workforceplanning with a very strongfocus and abilityto execute in a diverse/matrixed organizational environment.
• Knowledge of Contact Centre methodologies and operational principles
• Thought leadership, Outcome focused.
• Strong ownership and can-do attitude, dealing with ambiguity
• Knowledge of WFM Tools (NICE WFM/Verint/Aspect).
• Awareness of the Industry trends/ Upcoming technologies which would impact Contact Center Industry.
• Analytical and Problem-solving ability
• Knowledge of Contact Center Telephony/IVR and routing platforms.
• Experience in SQL, business intelligence and reporting platforms would be an added advantage.
• Experience in transitioning projects would be an added advantage.
• Ability to simplify complex operations into repeatable processes
• Comfortable in fast-paced environment
• Exposure to the WFM software for forecasting and planning abilities.
• Ability to simplify complex operations into repeatable processes
• Comfortable in fast paced environment
• Ability to make decision in time sensitive ambiguous situations