WFM Manager - Forecasting, Coaching & Analytics

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 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.