Job Title

ROLE: Senior WFM Manager LOCATION: Malaysia Key Responsibilities: • Will act as a liaison between the Centralized and Site WFM teams. • Need to interact with clients regularly. • Will be responsible for team project organization, centralized and site interaction, planning and expediting/verifying the overall success of WFM management functionalities. Initiates and manages all WFM communications between centralized and site team. • Manage WFM personnel on site and remote. • Administration of setup and utilization of Community WFM software and ACD reporting • Administration of communication to and from Operations and other support departments • Collection and analysis and reporting of historical centre performance statistics • Collection and analysis and reporting of historical agent performance statistics • Manage long-term forecast / staff plan and lead monthly staff plan / budget meeting • Work with Human Resources, Recruiting, and Training to coordinate the hiring and training of new employee resources • Work with training and operations to coordinate multi-skill training for existing agents • Oversee communication to new hires on schedule process • Oversee short-term workload forecasting • Oversee scheduling philosophy of schedule assignments • Oversee proactive scheduling of discretionary activities such as training, meetings, overtime and under time • Oversee intraday management of scheduling procedures, analysis of real time workload requirements, and call routing to manage performance to service level requirements © 2019 Concentrix Corporation. All rights reserved • Responsible for maximizing efficiency and occupancy while meeting service objectives • Oversee analysis and reporting of employee performance including schedule adherence • Recognizes and recommends operational and support improvements • Perform other duties and assignments as directed. • Desired Skills: • Knowledge of Contact Centre methodologies and operational principles • Advanced knowledge of MS products, particularly Excel • Excellent communication skills • Analytical – Able to analyse data and draw insights • High level of accuracy and attention to detail • Innovative and able to influence others • Contact Centre Workforce Management experience • Extensive experience with WFM software • Ability to simplify complex operations into repeatable processes • Comfortable in fast-paced environment • Ability to make decision in time sensitive ambiguous situations Qualification: Any Graduate in any discipline