Supervisor WFM

3 weeks ago

Dubai, United Arab Emirates Concentrix Full time
About the job

Job Title:

Supervisor, WFM

Job Description

The Supervisor WFM, will be responsible for the supervision of the Real-Time team . This position will maintain the internal policies and procedures, support operations and RTA analysts in identifying trends, providing input on metric improvements, including forecast versus actuals.

Job Description:

  • Ensures the successful delivery of WFM support and acts as a liaison between WFM Shared Services and Operations organization.
  • Manage and lead the Real Time Analysts providing coach and feedback on a weekly basis.
  • Active participation in the Forecast and Capacity plan meetings.
  • Lead Real time, Analytics and Reporting processes.
  • Implement strategic planning processes and share best practices inside the teams.
  • Guarantee the accuracy of all WFM processes.
  • Provide climate actions to guarantee a work environment connected to the CNX values.
  • Guarantee that all WFM members are in compliance with WFMU.

Candidate Profile

  • Proficient in Excel and other Microsoft Office tools.
  • 2 years’ and a solid experience in WFM.
  • Experience with WFM tools (IEX, Verint-BluePumpkin, Teleopti, Calabrio and Genesis), Avaya-CMS.
  • Multi-program / Multi-campaign experience.
  • Ability to multi-task and meet timelines on deliverables.
  • Effective communication skills, both written and verbal.
  • Detail oriented
  • Results oriented.
  • Change Management.
  • Build Strategic Relationships with stakeholders.
  • Quick learner and self-starter.

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