WFM Supervisor

1 week ago

Dubai, Dubai, United Arab Emirates Concentrix Full time

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 preparing team project organization, centralized and site interaction, planning and expediting/verifying the overall success of WFM management functionalities. Initiate and manage all WFM communication among the centralized and site teams.
  • Preparation of weekly performance / KPI reports and maintaining performance dashboards
  • Administration of communication to and from Operations and other support departments
  • Oversee proactive scheduling of discretionary activities such as training, meetings, overtime and under time
  • Preparing ad-hoc reports & analysis for management reporting and needs
  • Assisting in automating reports by designing macros
  • Maintaining and updating trackers for ongoing programs & projects
  • Optimize use of tools/technology & to improve efficiency and effectiveness of the organization
  • Responsible for maximizing efficiency and occupancy while meeting service objectives
  • Oversee analysis and reporting of employee performance including schedule adherence
  • Recognize and recommend operational and support improvements
  • Supporting key strategic projects involving Data mining & Analytics
  • Drive Special Projects and Initiatives assigned
  • Resolve escalated issues and requests from the account management
  • Perform other duties and assignments as directed

Key Skills and knowledge:

  • Knowledge of Contact Centre methodologies and WFM principles
  • Analytical – Able to analyze data and draw insights
  • High level of accuracy and attention to detail
  • Innovative and able to influence
  • Extensive experience with WFM software
  • Ability to simplify complex operations into repeatable processes
  • Comfortable in fast-paced environment
  • Ability to make decision in time sensitive ambiguous situations
  • Ability to handle pressure situations
  • Ability to simplify complex operations into repeatable processes
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