Manager I, WFM

Tjx; Honolulu (HI); On-site; USD 15,585 - 22,858; Full time

Job summary

Concentrix is seeking a WFM Manager to lead the workforce management team and drive forecasting, scheduling, and performance reporting across Member Services. You will coach staff, build capacity plans for peak periods, and partner with internal teams to ensure service levels and efficiency.

You will analyze trends, prepare actionable insights for leadership, and oversee comprehensive reporting to stakeholders while maintaining compliance with policies and laws.

Qualifications

• Experience with Workforce Management software forecasting, scheduling, and real-time adherence functionality.
• Proven experience in process improvement, change management, and overall operational excellence (Lean or Six Sigma certification preferred).
• Strong multi-tasking, detail orientation, and project management/organizational skills.
• Proficiency with advanced Excel and the ability to organize and analyze data.
• Presentation and communication skills.
• Excellent interpersonal and written communication skills.
• Ability to provide leadership, direction, motivation, development opportunities, and build high-performing teams.
• Technical learning capability.
• Strong quantitative and analytical skills.

Responsibilities

• Manage WFM team including hiring, training, scheduling, setting of goals, prioritization of work and performance reviews.
• Provide coaching and development by accurately assessing strengths and opportunities and giving timely feedback.
• Ensure optimal forecasting and scheduling while identifying new methods and opportunities.
• Oversee real-time management guidance to meet service levels and maximize efficiency.
• Oversee reporting and analytics for Member Services and distribute information to stakeholders.
• Develop short- and long-term forecast/capacity plans for peak staffing.
• Analyze historical call trends and root causes to identify opportunities and communicate findings to leadership.
• Review monthly/quarterly/yearly performance reports for stakeholders and distribute as required.
• Design, build, and maintain campaigns, calling lists, filters, and extract performance reports.
• Monitor agents logged in to campaigns to maximize productivity and ensure compliance.

Skills

Forecasting & Scheduling

Coaching & Leadership

Process Improvement

Excel Proficiency

Communication Skills

Interpersonal Skills

Project Management

Data Analysis

Quantitative Skills

Technical Learning

Education

Graduation

Tools

eWFM

IEX

Verint

Job description

Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.

Role and Key Responsibilities

• Responsible for the overall management of the WFM team – including hiring, training, scheduling, setting of goals, prioritization of work, performance reviews, etc.
• Provide team coaching and development by accurately assessing strengths and opportunities, giving timely and actionable feedback, and motivating direct reports to optimize performance.
• Ensure that the scheduling function delivers optimal forecasting and scheduling while identifying new methods, strategies and opportunities.
• Ensure that the real‑time management team provides appropriate guidance and direction to meet service level goals and maximize efficiency.
• Oversee reporting – internal and external reporting and analytics for Member Services, and ensure accurate compilation and distribution of information to stakeholders in a contextual and actionable format.
• Develop and maintain short‑ and long‑term forecast/capacity plans to ensure sufficient staff during peak periods.
• Analyze historical call trends by source, handle time, and root cause to identify operational opportunities, and proactively communicate findings to leadership while implementing action plans.
• Review and analyze monthly, quarterly, and yearly Contact Centre Performance Reports for internal and external stakeholders and distribute as required.
• Perform other related duties and assignments as required and as assigned by the Senior Manager, Support Services.
• Facilitate business and operational relationships between client and internal teams with effective communication to ensure accurate and timely delivery.
• Design, build, and maintain campaigns, calling lists, filters, and extract performance and compliance reports.
• Monitor agents/staff logged in to the system, ensuring staff is logged into appropriate campaigns in each department group to maximize productivity.
• Ensure all work is performed in compliance with company policies, local, state, and collection/sales laws and regulations.
• Headcount and capacity planning based on campaign and line of business requirements, and forecast.
• Offer real‑time support to team leaders to maximize agent performance and achieve desired KPI levels.
• Report and liaise with the aspect team for any technical issue and assist in resolution.
• Prepare performance reviews for aligned accounts.

Key Skills & Knowledge

• Experience with Workforce Management software (eWFM, IEX, Verint, etc.) including forecasting, scheduling, and real‑time adherence functionality.
• Proven experience in process improvement, change management, and overall operational excellence (Lean or Six Sigma certification preferred).
• Strong multi‑tasking, detail orientation, and project management/organizational skills.
• Proficiency with advanced Excel and the ability to organize and analyze data.
• Presentation and communication skills.
• Excellent interpersonal and written communication skills.
• Ability to provide leadership, direction, motivation, development opportunities, and build high‑performing teams.
• Technical learning capability.
• Strong quantitative and analytical skills.

Educational Qualification

Graduation

Location

IND Ranchi – Maru Building – 2F & 3F

Time Type

Full time