Senior Manager Workforce Management (WFM-BPO)

The Senior Manager Workforce Management is responsible for managing a team to develop accurate and timely forecasts, capacity plans, schedules, pre-day schedule management, intraday management, and post-day performance analysis in a multi-site/skill environment. This position is responsible for the execution of workforce strategy and achievement of client goals and Concentrix performance metrics. Essential Functions/Core Responsibilities Review completed forecasts, schedules, and plans developed by team members to ensure completion, accuracy, and adherence to standards. Lead reviews of Workforce Management strategy to identify opportunities to improve utilization and develop new strategies to proactively respond to client needs. Partner with Business Development, Operations, and Clients to develop new models to support staffing and volume changes. Lead reviews of Call Center efficiency and customer service performance to ensure client needs and Concentrix financial performance are met. Partner with support functions (IT) to ensure that forecasting, planning, and scheduling tools/software are properly configured and maintained to support the Workforce Management team. Lead the development of forecasts, resource plans, and schedules for new programs Candidate Profile Associate's degree in related field from a four-year college or university with more than 5 years of relevant experience (with 3 years of Progressive Management Experience) preferred. Minimum 5 years related experience in operations, volumes management, and / or forecast, capacity planning, scheduling and real time management. Minimum five years of experience as WFM Manager or two as Senior Manager WFM. Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates. Advanced Microsoft Office skills. Proven ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment. Demonstrated ability to mentor, coach and provide direction to a team of employees. Demonstrated ability to take initiative and ownership with focus on continuous improvement. Excellent attention to detail. Demonstrated ability to foster customer service disposition and sense of professionalism for self and team. Solid understanding of the organization's business operations and industry. Demonstrated business acumen. Demonstrated ability to comprehend, analyze, and interpret. Ability to analyze large quantities of raw data to create strategic action plans

Location: Ciudad de México, MX

Posted Date: 5/8/2025