WFM Manager - BPO Industry

Concentrix; Porto; Presencial; EUR 50 000 - 70 000; Tempo integral

Resumo da oferta

Concentrix is seeking a WFM Manager to lead forecasting, capacity planning, and scheduling across multi-site operations. You will manage a small WFM team, ensure accuracy in plans, and drive continuous improvement initiatives to meet client KPIs and service levels.

The role emphasizes collaboration with operations, clients, and business development to develop staffing models and respond to volume changes in a fast-paced BPO environment.

Qualificações

• 12 months of experience as WFM Account Manager with client-facing engagement and representation.
• Fluent English level.
• Strong knowledge with WFM primary tools (IEX/Teleopti/CMS/Genesys).
• Excellent communication skills, both written and verbal.
• Practical experience of Direct People Management.

Responsabilidades

• Review Capacity Plans and Schedules for accuracy and adherence to standards.
• Manage 2 to 3 WFM Account Managers.
• Act as Sn Account Manager for key accounts.
• Lead reviews of Workforce Management strategy to improve utilization.

Conhecimentos

Fluent English

People management

Client communication

Data analysis

Stakeholder management

Ferramentas

IEX

Teleopti

CMS

Genesys

Descrição da oferta de emprego

The WFM Manager / Planning & Scheduling is responsible for managing a team to develop accurate and timely forecasts, capacity plans, schedules, pre-day schedule management, and post-day performance analysis in a multi-site/skill environment. This position is responsible for the execution of workforce strategy and achievement of client goals and performance metrics.

Job Title

WFM Manager - BPO Industry

Responsibilities

• Review completed Capacity Plans, and Schedules developed by team members to ensure completion, accuracy, and adherence to standards
• Manage 2 to 3 WFM Account Managers
• Act as Sn Account Manager for key accounts
• Lead reviews of Workforce Management strategy to identify opportunities to improve utilization and develop new strategies to proactively respond to client needs
• Partner with Business Development, Operations, and Clients to develop new models to support staffing and volume changes
• Lead reviews of Call Centre efficiency and customer service performance to ensure client needs and company financial performance are met
• Partner with support functions to ensure that planning, and scheduling tools/software are properly configured and maintained to support the Workforce Management team
• Lead the development of forecasts, resource plans, and schedules for new programs
• Design and Implement continuous improvement/high impact projects.

Candidate Profile

• 12 months of experience as WFM Account Manager with practical expertise of representing Accounts and managing Planning & Scheduling Deliverables with client facing engagement and representation.
• Fluent English level
• Strong and proven communication experience with both local & Non-Local clients across the EMEA Region.
• Strong knowledge with WFM primary tools (IEX/Teleopti/CMS/Genesys)
• Excellent communication skills, both written and verbal.
• Ability to effectively present information to internal and external associates
• Advanced Microsoft Office skills
• Practical experience of Direct People Management
• Proven ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment.
• Demonstrated ability to mentor, coach and provide direction to a team of employees
• Demonstrated 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, analyse, and interpret. Ability to analyse large quantities of raw data to create strategic action plans