Supervisor, WFM @ Concentrix

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Supervisor, WFM

Concentrix
8 - 11 years
Mumbai
2 months ago
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Job Description

Workforce Planning :
Forecast call volumes, staffing requirements, and shrinkage to create accurate schedules.
Adjust staffing plans in real-time based on demand fluctuations.

Scheduling & Attendance :

Develop and maintain employee schedules to meet business needs.
Monitor attendance, tardiness, and adherence to schedules. Performance Monitoring :
Track KPIs (e.g., service level, occupancy, AHT) and provide actionable insights.
Identify and address productivity gaps or inefficiencies. Team Leadership :
Supervise and mentor WFM analysts/coordinators.
Collaborate with operations and HR to resolve staffing conflicts. Reporting & Analysis :
Generate daily/weekly reports on workforce performance.
Recommend process improvements based on data trends.

Key Skill s and Knowledge :

Proficiency in WFM tools (e.g., Calabrio, Aspect, NICE).

Advanced Excel (pivot tables, macros) and data analysis.
Strong communication and problem-solving skills.

Shift Flexibility : Willingness to work in rotational shifts and rotational week offs.

Job Classification

Industry: IT Services & Consulting
Functional Area / Department: Customer Success, Service & Operations,
Role Category: Non Voice
Role: Technical Support - Non Voice
Employement Type: Full time

Contact Details:

Company: Concentrix
Location(s): Mumbai

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Keyskills: Business services Data analysis Service level Staffing Workforce planning Scheduling Advanced Excel Customer engagement Macros WFM

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Expected Salary (*)

Desired Industry (*):

Functional area / Department (*):

Enter Skills (key skills, subjects, technologies & roles to use in search)

Write briefly about yourself, your experience and education (*)

Attach ResumeMax 2.38 MB (RTF, PDF, DOC, DOCX formats only parsed)

Please, check the file size and type.

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Concentrix

A wholly owned subsidiary of SYNNEX Corporation (NYSE: SNX), Concentrix is a leader in high-value global business services. It partners with its clients to deliver end-to-end customer engagement services, technology innovations, analytics, process optimization, and business improvements. The global ...

Supervisor, WFM @ Concentrix

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Supervisor, WFM

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