Manager I, WFM

Description

Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.

Role & Key Responsibilities:

a. Partner with client team to develop/deploy innovative solutions. Facilitate/Lead testing of new tools/technologies to improve overall WFM Contact Center efficiency.

b. Support/drive transitioning of new clients.

c. Manage all contractual KPI/SLA targets for the account and ensure that accounts are in competitive vendor ranking.

d. Manage the WFM Services for the aligned accounts and team for various geographies.

e. Proactive Detection, Alerts and Notifications on Gaps.

f. Responsible and accountable for defining & developing Process Strategy, Tools, & Solutions for delivery of WF...