Manager I, WFM - Ranchi, India - Concentrix

Description

Job Title:

Job Description

Role and key responsibilities:

• Responsible for the overall management of 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, as well as motivate direct reports to optimize performance
• Ensure that the scheduling function is providing optimal forecasting, scheduling and identifying new methods, strategies and opportunities
• Ensure that the real-time management team provides the appropriate real-time guidance and direction and takes appropriate action to meet service level goals and maximize efficiency
• Oversee reporting--internal and external reporting and analytics for Member Services
• Ensure the accurate compilation and distribution of information and reports to identified stakeholders in a contextual and actionable format
• Develop and maintain short and long term forecast/capacity plans and ensure sufficient staff is available during peak periods
• Analyse historical call trends by source, handle time, and root cause to identify operational opportunities and pro-actively communicate this information to leadership while implementing appropriate action plans
• Review and analyse the monthly, quarterly and yearly Contact Centre Performance Reports for both internal and external stakeholders and distribute as required
• Perform other related duties and assignments as required and as assigned by Senior Manager, Support Services
• Facilitate business and operational relationship between client and internal teams with effective and efficient communication to ensure accurate and timely delivery.
• Design, build and maintain campaigns, calling list, 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 and to maximize utilization of agent productivity
• Ensure all work is performed in compliance with company policies as well as local, state and collection/sales laws and regulations
• Headcount & capacity planning basis the campaign and lob requirement basis the forecast
• Offer real time support to team leaders to maximize agent performance and also achieve the desired level of KPI's.
• To report and liaise with aspect team for any technical issue and help in the resolution
• Preparing performance reviews for the accounts aligned

Key skills & knowledge:

• Experience with Workforce Management software (eWFM, IEX, Verint, etc.) that includes forecasting, scheduling, real-time adherence functionality will be an added advantage.
• Proven experience in process improvement, change management and overall operational excellence (LEAN or Six Sigma certification preferred)
• Must be able to multi-task, be detail oriented and possess strong project management/ organizational skills
• Must be proficient with advanced Excel, have the ability to organize/analyse.
• Presentation/Communication Skills
• Excellent interpersonal and written communication skills
• Ability to provide leadership, direction, motivation, development opportunities and build high performing teams
• Technical Skills/Learning capability
• Strong quantitative and analytical skills

Educational qualification: Graduation

Disclaimer:-

'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for 'recruitment', 'processing' or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities.'

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