- Job Title: Supervisor, Workforce Management (WFM)
- Company: Concentrix
- Degree: Bachelor’s degree in Business, Management, or a related field
- Location: Gurgaon, India – DLG Infinity Tower, 5th Floor Tower B & C, and 6th Floor Tower C & D
- Experience: Relevant experience in real-time workforce management, preferably with multi-site or multi-vendor operations
- Employment Type: Full-time
- Salary: Typically ranges from ₹8,00,000 to ₹12,00,000 per annum, depending on experience and qualifications
Concentrix is Hiring: Supervisor WFM, Workforce Management (WFM)
Overview
Concentrix, a global leader in customer engagement and business overall performance answers, is in search of a particularly professional Supervisor WFM Workforce Management (WFM) for its Gurgaon, India office. Concentrix is renowned for its dynamic approach to dealing with consumer interactions across multiple industries, along with Automotive, Banking and Financial Services, Consumer Electronics, Energy, Healthcare, Insurance, Media and Communications, Retail, Technology, and Travel. This position is crucial to maintaining real-time efficiency in personnel operations and optimizing staffing requirements to ensure foremost provider delivery.
If you have a sturdy historical past in managing actual-time staff operations, a ardour for trouble-solving, and the force to steer a crew of Real-Time Analysts (RTAs), this role presents a completely unique possibility to make a contribution to Concentrix’s high-performance subculture and supply impactful group of workers answers.
Key Responsibilities
The Supervisor WFM is pivotal in coordinating schedules and overseeing actual-time workforce management activities. This function entails strategic planning, real-time changes, and evaluation of body of workers styles to aid the enterprise’s staffing desires and keep optimal productiveness.
- Team LeadershipLead : guide, and control a group of Real-Time Analysts, overseeing their day by day obligations and ensuring team alignment with operational goals.
Serve because the first level of escalation for intraday problems, presenting timely answers and minimizing operational disruptions.
Foster a culture of non-stop development, collaboration, and duty in the group. - Real-Time Workforce Management : Align schedules across companion and in-house websites to satisfy staffing requirements and operational metrics on an intraday foundation.
Collaborate carefully with the Workforce Management Scheduling Manager to incorporate insights into close to-time period action plans and schedule enhancements.
Act swiftly to deal with real-time staffing requirements, balancing resources to satisfy fluctuating needs while minimizing carrier-degree affects. - Communication and Collaboration : Serve as a number one factor of touch for Partner and Client Points of Contact (POCs), addressing any variances or escalations as they arise.
Maintain open channels of verbal exchange with key stakeholders, ensuring they may be informed about intraday performance and any huge changes to scheduling or staffing.
Provide remarks to the Scheduling Manager and senior management on operational performance, scheduling challenges, and potential technique improvements. - Post-Mortem Analysis and Reporting : Conduct autopsy analysis on diagnosed issues, documenting findings, and imparting actionable comments to force continuous development.
Use records-driven insights to refine processes, decorate forecasting accuracy, and enhance staff allocation.
Compile and deliver reports to internal stakeholders, consisting of information on team of workers overall performance, adherence to staffing requirements, and any vast variances. - Process Optimization : Simplify complicated operational techniques into repeatable, efficient workflows that reduce mistakes and maximize aid utilization.
Identify regions for automation or enhancement in the body of workers management function and put into effect solutions to optimize scheduling and real-time modifications.
Collaborate with cross-practical groups to streamline WFM techniques, improve response times, and decorate general performance.
Key Skills & Knowledge
To achieve success within the function of Supervisor WFM at Concentrix, candidates must possess a unique mixture of analytical abilities, communication abilities, and technical expertise.
- Experience in Large-Scale Operations: Proven music document in dealing with huge, complex operations in a actual-time surroundings, ideally in a multi-website or multi-seller putting.
- Technical Proficiency: Hands-on experience with telephony systems and WFM gear, inclusive of CMS Avaya, Genesys, Cisco, Aspect, Verint, or IEX, is vital for managing body of workers operations efficiently.
- Effective Communication: Excellent communique competencies, with the potential to articulate complicated troubles sincerely to internal teams, partners, and customers.
- Strong Business Acumen: The capability to recognize the enterprise’s financial and operational metrics and apply them in personnel management decisions.
- Analytical and Problem-Solving Abilities: Skilled in identifying problems, studying records, and imposing answers that enhance personnel performance and minimize disruption.
- High Attention to Detail: Demonstrates professionalism, with a focal point on accuracy and a methodical technique to staff control strategies.
- Collaborative Mindset: A proactive, cross-getter who excels in team-primarily based environments and is adept at fostering tremendous relationships with stakeholders and colleagues.
Qualifications
- Bachelor’s degree or equivalent in Business, Management, or associated discipline.
- Minimum enjoy in personnel control, with particular understanding in real-time operations and coping with huge teams of RTAs.
- Proficiency in WFM tools (e.G., CMS Avaya, Genesys, Cisco, Aspect, Verint, or IEX).
- Location and Work Environment
- Location: Gurgaon, India – DLG Infinity Tower, 5th Floor Tower B & C, and sixth Floor Tower C & D.
- Employment Type: Full-Time
- Language Requirements: Fluent English (different language proficiencies are a plus).
Concentrix Culture and Values
At Concentrix, we accept as true with in fostering a place of business that values variety, innovation, and non-stop improvement. We offer employees the opportunity to grow their abilities, broaden their careers, and make a meaningful effect in a global organisation devoted to extremely good service. Working at Concentrix means being part of a group wherein collaboration and excellence are on the coronary heart of the whole lot we do. The Supervisor WFM function is an opportunity to make contributions to an corporation that values its personnel and encourages expert boom.
Employee Benefits:
Competitive profits and performance incentives
Access to expert improvement packages and profession development paths
A supportive, inclusive paintings environment that fosters innovation
Health, health, and retirement advantages, designed to sell work-existence stability
Disclaimer
Concentrix and any legal 0.33-celebration recruitment companions do no longer request any charges from candidates as a part of the hiring system. Offer letters from Concentrix are continually issued on respectable letterhead and bring actual signatures of Concentrix authorities.
Join Concentrix Today
If you’re a pushed, analytical, and detail-orientated professional trying to make a mark in body of workers control, Concentrix’s Supervisor WFM position in Gurgaon is a perfect opportunity. By becoming a member of our group, you’ll be empowered to guide actual-time staff operations, improve efficiencies, and make a contribution to Concentrix’s venture of turning in great service throughout industries.
Concentrix is devoted to growing a profitable, inclusive, and pleasurable paintings environment, in which you could leverage your talents and revel in to force effective outcomes for our customers and team contributors alike.
How to Apply
- Click “Apply Now” at the venture listing.
- Redirect to our profession portal or companion internet page.
- Complete and put up the application form.
- Check your e-mail for affirmation and further commands.
