Job Title: Supervisor, WFM (BPO) Job Description The Supervisor WFM, will be responsible for the supervision of the Real-Time team. This position will maintain the internal policies and procedures, support operations and RTA analysts in identifying trends, providing input on metric improvements, including forecast versus actuals. **Responsibilities:** • Ensures the successful delivery of WFM support and acts as a liaison between WFM Shared Services and Operations organization. • Manage and lead the Real Time Analysts providing coach and feedback on a weekly basis. • Active participation on the Forecast and Capacity plan meetings. • Lead Real time, Analytics and Reporting processes. • Implement strategic planning processes and share best practices inside the teams • Guarantee the accuracy of all WFM processes • Provide climate actions to guarantee a work environment connected to the CNX values. • Guarantee that all WFM members are compliant with WFMU. **Requirements:** • Proficient in Excel and other Microsoft Office tools • 2 years’ and a solid experience in WFM. • Experience with WFM tools (IEX, Calleo and Genesys Cloud), eStart, WorkDay, among others. • Multi-program / Multi-campaign experience • Ability to multi-task and meet timelines on deliverables • Effective communication skills, both written and verbal • Detail oriented • Results oriented • Change Management • Build Strategic Relationships with stakeholders • Quick learner and self-starter • Associate's degree in related field not required but is a plus • Proficient in English **For internal candidates:** • At least 1 year of tenure at Concentrix and in current role • No Disciplinary Action (DA) issued in the past 3 months • Good attendance and performance record (meeting KPI’s or objectives for the past 3 months) \#LATAMCNX Location: Dominican Republic- Santo Domingo 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/)**