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WFM Manager in Managua, at Concentrix

Date Posted: 2/20/2018

Job Snapshot

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Job Description

•                      Ensure the successful delivery of WFM support and acts as a liaison between WFM Shared Services and Operations organization. 
•                      Participate in the action and strategic planning process that establishes annual objectives and goals for an organization
•                      Manage the representatives and analysts team providing coach and feedback monthly.
•                      Participate of monthly meeting with customers.
•                      Be the Capitan of the forecast, capacity plan, real time, analytics and reporting processes.
•                      Guarantee the accuracy of all WFM processes
•                      Provide climate actions to guarantee a work environment connected to the CNX values.
•                      Guarantee that all WFM member are compliance with WFMU.
•                      On boarding of new accounts in Location/Delivery Assurance vertical. This includes communication with WFM Shared Services for the new account onboarding and identifying and deviation from standard SOD.
•                      Directly manage WFM, Client KPIs and Financial performance in a location across different verticals.
•                      Provide BI and analytics for business purpose.
•                      Provide forecast and budget analysis.
•                      Be a POC for customers and partners

Job Requirements

•                      Experience in customer management programs: Avaya, Cisco, IEX, ICBM, etc.
•                      Microsoft skills (Excel, Power Point and Word) – advanced.
•                      Database knowledge.
•                      Is preferred that this professional show some ability to develop macros in different programming languages (VBA, PHP, SQL, R, Python, etc.)
•                      Flexibility to cover different timeframes.