Job Title:WFM Manager - BPO IndustryJob DescriptionThe WFM Manager / Planning &amp; Scheduling is responsible for managing a team to develop accurate and timely forecasts, capacity plans, schedules, pre-day schedule management, and post-day performance analysis in a multi-site/skill environment. This position is responsible for the execution of workforce strategy and achievement of client goals and performance metrics.<h2>Responsibilities:</h2><ul><li>Review completed Capacity Plans, and Schedules developed by team members to ensure completion, accuracy, and adherence to standards</li><li>Manage 2 to 3 WFM Account Managers</li><li>Act as Sn Account Manager for key accounts</li><li>Lead reviews of Workforce Management strategy to identify opportunities to improve utilization and develop new strategies to proactively respond to client needs</li><li>Partner with Business Development, Operations, and Clients to develop new models to support staffing and volume changes </li><li>Lead reviews of Call Centre efficiency and customer service performance to ensure client needs and company financial performance are met </li><li>Partner with support functions to ensure that planning, and scheduling tools/software are properly configured and maintained to support the Workforce Management team</li><li>Lead the development of forecasts, resource plans, and schedules for new programs</li><li>Design and Implement continuous improvement/high impact projects.</li></ul><h2>Candidate Profile:</h2><ul><li>12 months of experience as WFM Account Manager with practical expertise of representing Accounts and managing Planning &amp; Scheduling Deliverables with client facing engagement and representation.</li><li>Fluent English level</li><li>Strong and proven communication experience with both local &amp; Non-Local clients across the EMEA Region.</li><li>Strong knowledge with WFM primary tools (IEX/Teleopti/CMS/Genesys)</li><li>Excellent communication skills, both written and verbal.</li><li>Ability to effectively present information to internal and external associates    </li><li>Advanced Microsoft Office skills</li><li>Practical experience of Direct People Management</li><li>Proven ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment.</li><li>Demonstrated ability to mentor, coach and provide direction to a team of employees</li><li>Demonstrated ability to take initiative and ownership with focus on continuous improvement</li><li>Demonstrated ability to foster customer service disposition and sense of professionalism for self and team</li><li>Solid understanding of the organization's business operations and industry. Demonstrated business acumen</li><li>Demonstrated ability to comprehend, analyse, and interpret. Ability to analyse large quantities of raw data to create strategic action plans</li></ul>Location:PRT Porto - Avenida Sidonio Pais Nº 93Language Requirements:English (Required)Time Type:Full timeIf you are a California resident, by submitting your information, you acknowledge that you have read and have access to the <a href="#" rel="noopener noreferrer" target="_blank">Job Applicant Privacy Notice for California Residents</a>

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Concentrix

A BPO company in Porto, Portugal. We seek to hire a full-time WFM Manager with experience in account management, planning, scheduling, and strong English skills. The candidate will manage a team, develop forecasts, schedules, and lead workforce strategy for client goals. Welfare details are not specified.

WFM Manager BPO Industry

Summary