Job Title:

Supervisor, WFM

Job Description

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:

• Single Point of Contact for any Client requirements.
• Collaborate with client team to develop/deploy innovative solutions. Facilitate/Lead testing of new tools/technologies to improve overall WFM Contact Center efficiency.
• Support/drive transitioning of new clients.
• Manage all contractual KPI/SLA targets for the account and ensure that accounts are in competitive vendor ranking for the account.
• Manage the WFM Services for the aligned accounts and team for various geographies.
• Proactive Detection, Alerts and Notifications on Gaps.
• Design and Implement continuous improvement/high affect projects.
• Benchmark WFM practices, identify gaps and create roadmap to facilitate continual transformation of WFM Services.
• Facilitate development of WFM employees through effective certifications in WFM University.
• Knowledge of Contact Centre methodologies and operational principles.

Key Skills and knowledge:

• Team Handling experience.
• Excellent communication skills.
• Excellent knowledge of MS office
• Knowledge of WFM Tools (NICE WFM/Verint/Aspect/IEX) will be an added advantage.
• Analytical and Problem-solving ability.
• Experience in transitioning projects would be an added advantage.
• Extensive experience with WFM software.
• Ability to simplify complex operations into repeatable processes.
• Comfortable in fast-paced environment.
• Willingness to work in a dynamic 24*7 shift environment.

Education : 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.’

Location:

IND Gurgaon – Bld 14 IT SEZ Unit 2, 18th Floor

Language Requirements:

Time Type:

Full time

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