Manager RTA

Job Title:Manager RTAJob DescriptionConcentrix 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 Excellent experience in Workforce Management and be able to deliver optimum performance
Supervise, monitor and manages activities to support service level agreements
Conducts root cause analysis of SLA deviations, action plan development & resolution and mitigation plans
Clearly communicate dependencies and manage/track expectations
Ensure effective communication with client end WFM team and partnersWFM team
Keep track of Headcount and nonbillable resources
Maintain schedule adherence / conformance
Participate in WBR/MBR/QBR and present WFM metricsperformance munication and Presentations Skills: Should be able to communicate well with the clients and be able to present data post analysisProblem Solving: Should be tactical and be able to solve day to day operational challenges and should be able to understand delivery metricsAbility to drive quality, productivity, and process improvements and keep pace with our growth while motivating others to meet the challenges of a very customer-focused and metrics driven environment
Collaborate with the customer support management team to develop WFM strategies and identify areas for improvement, automation, and cost savings
Conducts performance appraisals
Provides measurable feedback to assigned personnel and suggestions for improved performance
Formulates and implements employee corrective actions as needed
Assess behaviours and coachesdirect reports on demonstrating Companys Leadership Principles within their role
Out of box thinking: Use initiative and demonstrate creativity in solving problems
ExperienceExcellent written and verbal communicationPassionate about delivering an extraordinary Customer ExperienceMinimum of 8 years of relevant experience in Workforce ManagementExpertise in RTA, Capacity Planning, Forecasting, and SchedulingProficient in the use of workforce management tools like Aspect, NICE, etc Able to work with large amounts of data to identify trends and patterns
Expert in spreadsheet tools like Excel and Google Sheet
Flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization
Good decision-making instinctsTalent for delegation and team developmentAble to proactively collaborate with other departments to seek opportunities for improvement of resource utilization, and provide input on performanceExperience in managing multi-site and multi-vendor environmentStrong process and mathematical orientationExperience of stakeholder management and aptitude of planning risk identificationsAnalytical and good understanding of Contact Centre metrics
Experience with working cross functionally with business intelligence and analytics teams
Work module:Hybrid (Could be complete WFO as per business requirement)Education Qualification:
GraduationDisclaimer:
Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for ?recruitment, ?processingor any other kind of fees in exchange for offer letters from Concentrix
Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities
Location:IND Gurgaon
Bld 14 IT SEZ (GST)Language Requirements:Time Type:Full timeIf you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents