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WFM Account Manager in Belfast, Northern Ireland at Concentrix

Date Posted: 2/12/2018

Job Snapshot

Job Description

Title:    WorkForce Management Account Manager UK
Location:   Belfast

The WFM Account Manager drives CRM contract performance and WFM process maturity through implementation and maintenance of best practice WFM across the location accounts under the Supervision and alignment of the WFM Geo Leader.  They can move across multiple industry verticals and WFM platforms in a multi-skill, multimedia environment, while building solid relationships with both our internal cross-functional teams and our client partners. The WFM Team Leader ensures WFM practice balances the needs of the business and the needs of our agents as optimally as possible, driving continual improvement through innovation and adaptation.

  • Set strategic direction and manages overall delivery of forecasting, scheduling, intraday management and operational metrics of the account within the location
  • Work with key stakeholders to ensure WFM initiatives 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 Leads, Ops Mgr , DPE) and Clients ensure WFM processes and practices are in place and properly executed
  • Determine policies and procedures
  • Identify and leverage best practices
  • Ensure effective use of resources and automated systems
  • Implements productivity and revenue increase by driving efficiency and other related initiatives
  • Act as escalation point to address and resolve WFM support matters for the location
  • Communicate and take ownership of the execution of WFM Plans, ensuring the onsite and offshore team is meeting deliverables and deadline
  • Manage the ongoing development of the onsite WFM Team (employee satisfaction, upskilling)

Essential Criteria

•         WFM or Solutions experience; demonstrate a clear understanding of workforce management principles and processes in the following primary functional areas
-         Forecasting and Capacity Planning
-         Scheduling
-         Intraday/ RealTime Management
-         WFM Reporting
•         Prior experience in a management / supervisory capacity
•         Prior experience of B2B and Client level communications
•         Demonstrate knowledge of WFM Applications/ Call center tools / ACD Switch

•         MS Office: Moderate to Advanced Excel, experience using other MS applications
Desirable Criteria

At least two years WFM practical experience in Forecasting and Planning methods
Prior contact center operational experience in WFM
Practical Experience of WFM Applications- NICE – IEX Totalview preferred
Knowledge of reporting tools and processes


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