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The Sr. 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. This position is responsible for the execution of workforce strategy.
About the Role
Description
The Sr. 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. This position is responsible for the execution of workforce strategy.
Responsibilities
- Review completed forecasts, schedules, and plans developed by team members to ensure completion, accuracy, and adherence to standards
- 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 to ensure that forecasting, planning, and scheduling tools/software are properly configured and maintained to support the Workforce Management team
- Lead the development of fo...
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