Wfm Supervisor
- Concentrix
- 3 - 6 years
- Hyderabad
- 1 month ago
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Job Description
Role and Key Responsibilities:
Workforce Planning:
Forecast call volumes, staffing requirements, and shrinkage to create accurate schedules.
Adjust staffing plans in real-time based on demand fluctuations.
Scheduling & Attendance:
Develop and maintain employee schedules to meet business needs.
Monitor attendance, tardiness, and adherence to schedules.
Performance Monitoring:
Track KPIs (e.g., service level, occupancy, AHT) and provide actionable insights.
Identify and address productivity gaps or inefficiencies.
Team Leadership:
Supervise and mentor WFM analysts/coordinators.
Collaborate with operations and HR to resolve staffing conflicts.
Reporting & Analysis:
Generate daily/weekly reports on workforce performance.
Recommend process improvements based on data trends.
Key skills and knowledge:
- Proficiency in WFM tools (e.g., Calabrio, Aspect, NICE).
Advanced Excel (pivot tables, macros) and data analysis.
Strong communication and problem-solving skills.
Educational qualification: 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.
Job Classification
Industry: BPM / BPOFunctional Area / Department: OtherRole Category: OtherRole: OtherEmployement Type: Full timeContact Details:
Company: ConcentrixLocation(s): Hyderabad
Keyskills: WFM Team Management Team Handling Workforce Management Rostering Scheduling Shrinkage Workforce Planning RTA
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