AddressWe are seeking an experienced Workforce Manager to join our Team.
You will be responsible for leading the Workforce Planning, Scheduling and Real Time Management functions for our new WFH account. You and your team will be accountable for achieving Customer and People metrics whilst optimising commercial outcomes using your strong business acumen.
Your day-to-day duties could involve:
- Work with our Clients on Long Term Forecasting to achieve SLAs
- Build capacity plans to ensure the Business is appropriately staffed
- Work with the Reporting team to Analyse performance, providing recommendations for improvement to Senior Leaders
- Ensure scheduling efficiency is managed for business and people outcomes including work-life balance and flexibility for our frontline advisors
- Provide training of WFM tools and processes to new Team members
- Provide guidance to Leadership on staffing models, implementing changes through Talent Acquisition as required
- Track and evaluate staff productivity, utilisation, and adherence
- Provide inputs for accurate financial forecasts
Ideally, you will have:
- Experience leading WFM Teams within the Contact Centre is essential
- Ability to motivate and coach a team towards achieving performance targets
- Excellent written and verbal communication skills, and the ability to work with a wide variety of stakeholders
- Experience with delivering all aspects of the WFM function
- Strong Microsoft Excel Skills and ability to produce clear reports for senior stakeholders
- A high level of business acumen, including ability to understand drivers of budgets or financial statements
- Genesys WFM or NICE IEX experience highly regarded
What’s in it for you?
- Exciting opportunity to join brand new account
- A diverse and inclusive work environment
- Structured support system to help you thrive from a work from home environment
- Concentrix calendar events
- No weekend work
*Applicants must be at least 18 years of age, must be an Australian Citizen and pass national police check and other pre-employment checks*
Concentrix is an equal opportunity employer.
Being an equal opportunity employer means that Concentrix provides the same benefits and opportunities for hiring and advancement to everyone without discriminating due to protected characteristics such as age, gender, sexual orientation, ethnicity, nationality, religion, disability, and medical history.
