Supervisor, WFM Planning & Scheduling - Davao

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

• Responsible for supporting, coaching, developing, and supervising a team of Real time associates and/or individual contributors within the Command Center environment.
• Responsible for ensuring that the organization's goals of cost control, labor utilization, and service level meets targets.
• Monitor a multitude of sites through various platforms, instituting timely and efficient communication to analyzing call volumes and trends, implementing appropriate strategies, verifying allocations, queue routing, overflow targets, media events, transcription campaigns etc.
• Manage labor utilization during low volume periods while maximizing revenue.
• Responsible for implementing BCP solutions and participate in business continuity and disaster recovery meetings.
• Partners with stakeholders on the development of service level agreement documents specific to the Command Center tasks and timelines.
• Collaborate with planning and scheduling for proactive decision making related to execution of command center tasks.
• Establish and maintain WFM real time (Intraday) processes that support the requirements for assigned program/client.
• Ensure development and consistent application of all Command Center related activities across a multi-center shared labor environment.
• Measure and trend individual program performance and leads the development of improvement plans as related to the program.
• Prepare various dashboards related to program/project performance and conduct review meetings with business stakeholders.

Desired Skills:

• 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.