Job Title

ROLE: Senior WFM Manager LOCATION: MalaysiaKey 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