Job Title: Manager II, WFM Job Description The WFM Manager II 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 ten years of relevant experience (with two to four years of Progressive Management Experience) preferred. + Minimum six years related experience in operations, volumes management, and / or forecast, capacity planning, scheduling and real time management. + Minimum two years of experience as WFM Manager. + 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: MEX Merida - EDIFICIO TORRE INDICO Calle 60 #1 Av. PROL. PASEO MONTEJO COLONIA VÍA MONTEJO Language Requirements: Time Type: Full time **If 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 (https://www.concentrix.com/resource/job-applicant-privacy-notice-for-california-residents/)**