WFM Planning & Scheduling Manager

Location Cape Town

About Concentrix

Concentrix is a global leader in customer experience solutions and technology serving some of the worlds best brands. We specialize in crafting engaging experiences and driving digital transformation to deliver exceptional results for our clients. With a presence in multiple countries our diverse and talented team is dedicated to innovation growth and delivering high-quality services.

Whatyoullbe doing:

• Set strategic direction andmanagesoverall delivery of forecasting scheduling and operational metrics of the accounts within the location.

• Work with key stakeholders to ensure WFM initiative and priorities are aligned and delivered to meet contractual requirements.

• Work with the onsite and offshore WFM team to provide forecasting and scheduling requirements for each account.

• Responsible for driving achievement of resource planning metrics.

• Brief management on status of WFM functions and metrics.

• Coordinates with Operations (Team Leaders Operational Managers DPE) and Clients ensure WFM processes and practices are in place and properly executed.

• Determinepolicies and procedures.

• Identifyandleveragebest practices

• Ensure effective use of resources and automated systems.

• Implements productivity and revenue increase by driving efficiency and other related initiatives.

• Act asescalationpoint to address and resolve WFM support matters for theprogramme.

• Manage and ensure delivery of the executions of WFM plans ensuring the onsite and offshore team is meeting deliverables and deadlines.

• Manage the ongoing development of the onsite WFM Teams (Employee satisfaction upskilling).

WhatYoullneed:

• Bachelors Degree in related field from a four-year college or university with 5 Years of Experience (with at least 2 - 4 years of Progressive Mgmt. Experience)

• At least 5 years WFM practical experience in Forecast and Planning methods

• WFM of solutions experience;demonstratea clear understanding and first-hand experience of workforce management principles and processes

• Practical experience ofForecasting and Capacity Planning

• Practical experience ofScheduling

• WFMReporting

• Prior experience of B2B and client level communicationswith Strong stakeholder engagement

• Demonstrates knowledge and experience of WFM Applications (in particular IEX) / Callcentretools / ACD Switch

• MS Office: Advanced Excel experiences using other MS applications

• Practical Experience of WFM Applications: NICE IEX Total view preferred

• Knowledge of reportingtoolsand processes

• Prior experience in a management / supervisory capacity

Concentrix is an equal opportunity employer.

Concentrix is a Disability Confident and equal opportunity employer. Concentrix evaluates qualified applicants without regard to racecolour religion gender national origin age sexual orientation gender identity or expression protected veteran status disabilitystatusor any other legally protected characteristic.

As part of our commitment to the Employment Equity Act and Concentrix South Africas Employment Equity Plan preference will be given to candidates from designated groups in alignment with the Companys EE Sectoral Targets and Affirmative Action measures. This approach supports our goal of promoting fair representation and diversity within the workplace.