About the Company

Concentrix, a global leader in technology-enabled business services, specializes in optimizing customer engagement and enhancing overall business performance. We collaborate with forward-thinking executives worldwide, empowering them to future-proof their operations, maintain a competitive edge, and consistently exceed evolving customer expectations.

Job Description

Responsibilities

• Planning and Scheduling: Develop and implement effective staffing plans and schedules to meet operational demands.
• Workforce Management Personnel Oversight: Effectively manage and supervise Workforce Management (WFM) team members, providing guidance and support.
• Strategic Manpower Planning: Execute comprehensive manpower planning strategies, including scheduling and seamless transitioning of new client engagements (logos).
• Master Tracker Maintenance: Ensure the accuracy and ongoing maintenance of master tracking documents and systems.
• Management Reporting: Prepare and disseminate regular performance reviews to senior management.
• Presentation Development: Create engaging PowerPoint presentations and other visual aids for communication purposes.
• Forecasting Expertise: Possess advanced forecasting knowledge and the ability to apply diverse methodologies to predict workload demands.
• Scenario and Simulation Modeling: Conduct various scenario planning and simulation exercises based on evolving business requirements.
• Cross-Departmental Data Reporting: Provide accurate and timely data reporting to internal departments, including Finance and IT Operations.
• Interactive Dashboard Creation: Design and develop interactive dashboards for both client and internal delivery teams to monitor key performance indicators.
• Operational Improvement Recommendations: Identify and recommend enhancements to operational processes and support functions across the enterprise.
• Schedule Creation and Performance Review: Generate efficient schedules, lead weekly scheduling performance reviews, and provide data-driven recommendations for optimization.
• Operational Communication Management: Administer effective communication channels between Operations and other support departments.
• Historical Performance Analysis: Collect, analyze, and report on historical performance statistics for the contact center.
• Workload and Headcount Calculations: Demonstrate a thorough understanding of workload and headcount calculation methodologies.
• Financial Performance Evaluation: Conduct comprehensive financial evaluations using actual performance data, incorporating relevant WFM metrics and contractual targets.
• End-to-End Financial Assessment: Deliver end-to-end analysis of financial performance on a weekly basis, summarizing data into monthly reports.
• Revenue Accrual Management: Create accruals for revenues potentially earned but not yet formally recorded in the financial system.
• Trend Analysis: Perform trend analysis, considering all relevant WFM metrics that impact revenue on a weekly and monthly basis.
• Impact Analysis: Evaluate the impact of various operational performance metrics to identify gaps between actual and planned revenues at different stages of the revenue lifecycle.
• Performance Metric Impact Calculation: Quantify the positive and negative impacts of compensated and non-compensated performance metrics on overall revenue generation.
• Cost and Revenue Analysis: Conduct diverse analyses of cost and revenue streams, generating charts and reports as required by the business to present comparative insights for informed decision-making.
• Data Collection: Efficiently gather data from multiple sources to support all core responsibilities and address ad-hoc requests from various business stakeholders.

Qualifications

• Graduation from an accredited institution is required.

Skills

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