Concentrix - Scheduling Manager

Job Description:

1. Driving Continuous Improvements that facilitate and demonstrate Optimal Schedule Efficiency at all times.

2. Ensure attainment of Key SLAs / Contractual Metrics applicable for Scheduling.

3. Ensuring effective and Optimal Out-of-Seat activity management.

4. Ensure delivery of Executable and Optimal Schedules through robust and effective Scheduling Processes.

5. Facilitate Joint Discussions & Reviews of Schedules with Client Teams.

6. End-to-End Management of Schedule Sign-Off process.

7. Identification and Onboarding of Key Resources for Key Positions within the team.

8. Leading team effectively and efficiently.

9. Motivate Employees for outstanding results.

10. RCA and Action Planning for Client VOC and Feedback).

11. Business Process Change Management (as and when applicable).

12. Facilitating Internal Stake Holder Reviews for the managed business.

13. Establish & Operate with strong metrics driven governance.

14. Ensuring & Driving Effective and Comprehensive Process Documentations.

15. Effective People Management.

Skills & Qualification:

1. Graduates with Relevant experience.

2. In depth Knowledge of Call Center Metrics.

3. Excellent Interpersonal, Numerical / Ability.

4. Must good understanding of Scheduling Processes and Tools (IEX - preferred, Blue Pumpkin and/or eWFM).

5. Excellent MS Excel & Skills.

6. Good Presentation Skills.

7. Must have worked as a Capacity Planner handling multiple queues and complexities.

8. Should have at least 3+ Years of In-Person client Management experience.

9. Must have the ability to articulate through the Results arising from the schedules created by the Team.