WFM Supervisor

2 months ago

Dubai, United Arab Emirates Concentrix Full time
About the job

Concentrixis a technology-enabled global business services companyspecializing in customer engagement and improving businessperformance. We partner with ambitious, progressive executivesaround the world to future-proof their business and stay ahead ofthe competition and customer expectations.

Role and keyresponsibilities:

  • Responsible for preparing teamproject organization, centralized and site interaction, planningand expediting/verifying the overall success of WFM managementfunctionalities. Initiate and manage all WFM communication amongthe centralized and site teams.
  • Preparation ofweekly performance / KPI reports and maintaining performancedashboards
  • Administration of communication toand from Operations and other supportdepartments
  • Oversee proactive scheduling ofdiscretionary activities such as training, meetings, overtime andunder time
  • Preparing ad-hoc reports &analysis for management reporting andneeds
  • Assisting in automating reports bydesigning macros
  • Maintaining and updatingtrackers for ongoing programs &projects
  • Optimize use of tools/technology& to improve efficiency and effectiveness of theorganization
  • Responsible for maximizingefficiency and occupancy while meeting serviceobjectives
  • Oversee analysis and reporting ofemployee performance including scheduleadherence
  • Recognize and recommend operationaland support improvements
  • Supporting keystrategic projects involving Data mining &Analytics
  • Drive Special Projects andInitiatives assigned
  • Resolve escalated issuesand requests from the accountmanagement
  • Perform other duties and assignmentsas directed

KeySkills and knowledge:

  • Knowledge of Contact Centremethodologies and WFM principles
  • Analytical– Able to analyze data and drawinsights
  • High level of accuracy and attentionto detail
  • Innovative and able toinfluence
  • Extensive experience with WFMsoftware
  • Ability to simplify complex operationsinto repeatable processes
  • Comfortable infast-paced environment
  • Ability to make decisionin time sensitive ambiguoussituations
  • Scheduling & Forecastingskill - preferred
  • Ability to handle pressuresituations
  • Ability to simplify complexoperations into repeatable processes

Educationalqualification:

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