Job Title:Supervisor, WFM (BPO)Job DescriptionThe 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.Responsibilities:• 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 on 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 compliant with WFMU.Requirements:• Proficient in Excel and other Microsoft Office tools• 2 years' and a solid experience in WFM.
• Experience with WFM tools (IEX, Calleo and Genesys Cloud), eStart, WorkDay, among others.
• 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• Associate's degree in related field not required but is a plus• Proficient in EnglishFor internal candidates:• At least 1 year of tenure at Concentrix and in current role• No Disciplinary Action (DA) issued in the past 3 months• Good attendance and performance record (meeting KPI's or objectives for the past 3 months)#LATAMCNXLocation:Dominican Republic- Santo DomingoLanguage Requirements:Time Type:Full timeIf you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents
