Sr. Manager, WFM Planning & Scheduling - Fort Bonifacio - Uptown Mall

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

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