WFM Manager: Forecasting & Scheduling for BPO

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

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.