{"id":3228409,"url":"https://alion.io/job/concentrix-sr-manager-wfm","title":"Sr. Manager, WFM","company":{"id":84,"name":"Concentrix","domain":"concentrix.com","url":"https://alion.io/company/concentrix","size_band":"5000+","is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"C","score":66,"open_postings":1020,"ghost_share":0.573,"stale_share":0,"repost_share":0.01,"time_to_fill_p50_days":26,"computed_at":"2026-10-28T05:59:10Z"}},"role":"Operations","role_family":"Operations","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Medellín, Colombia"],"countries":["CO"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":15500,"max_usd":36000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":4991},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false}],"status":"live","first_seen_at":"2026-10-23T00:00:00Z","employer_posted_date":"2026-10-23","last_verified_at":"2026-10-28T02:57:25Z","board_verified":true,"closed_at":null,"days_open":5,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":5},"description":"Job Title:\nSr. Manager, WFMJob Description\nWFM Leader will be responsible for handling multiple CRM accounts. This position is responsible for establishing procedures and processes for the location associated with staffing, scheduling, forecasting and planning. The identified resource is expected to ensure a successful delivery of WFM support and acts as a liaison between WFM Services and Operations organization.Responsible for design and implementation of scheduling and capacity planning to support multiple contact center locations.\nBuild, develop and lead Resource Planning into a highly responsive team that meets the required standards and deliver on critical staff planning activities: 1) planning for the day (volume forecasting, staff scheduling), 2) planning for the Week (making scheduling adjustments including OT plans) 3) forecasting for the month and 4) measuring results.\nDevelop/manage capacity planning tools to accurately forecast customer volume via various channels hourly, daily, and monthly. Translate this information into hiring forecasts and staff schedules. Optimize schedule placement to best match volume arrival patterns.\nAnalyse volume drivers by source, handle time, root cause to effectively identify event avoidance and contact reduction opportunities.\nUtilize forecasting/staffing information to properly support the contact center Operations in terms of seat capacity, work locations, workstations, hardware, etc.\nEnsure clear goals, objectives, and performance standards are established and communicated across all levels within the team and for cross-functional partners.\nRegularly review team procedures and process flows to ensure that they meet guidelines and Client needs.\nParticipate in special projects as needed and perform other duties as assigned.\nResearch and recommend process improvement solutions, ensure efficiency and currency of the established procedures to achieve optimum performance levels for the contact center operations.\nProvide constant reviews and feedback on areas of potential risks and threats to identify these risk elements and take appropriate corrective and/or preventive measures.\nManage internal communications process between WFM GEOs’\nPartner with various business verticals to enhance WFM support in newer and unexplored disciplines.\nPropose, Plan and Implement new WFM capabilities and initiatives with Executive Leadership.\nResponsible for setting strategic direction for all WFM disciplines.\nDefine and communicate Governance Structure, objectives and operational guiding principles.\nShould aim at reducing costs, improve service levels, optimize customer satisfaction.\nCandidate Profile\nEntry level: Manager experience required\nAssociate'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 Mgmt Experience) preferred • Experience in operations, volumes management, and / or forecast, capacity planning, scheduling and real time management\nExcellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates\nAdvanced Microsoft Office skills\nProven ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment\nDemonstrated ability to mentor, coach and provide direction to a team of employees\nDemonstrated ability to take initiative and ownership with focus on continuous improvement\nExcellent attention to detail\nDemonstrated ability to foster customer service disposition and sense of professionalism for self and team\nSolid understanding of the organization's business operations and industry. Demonstrated business acumen\nDemonstrated ability to comprehend, analyze, and interpret. Ability to analyze large quantities of raw data to create strategic action plans\nLocation:\nCOL Medellin - Aventura - Carrera 52 # 65-91 Oficina 0740Language Requirements:\nEnglish (Required)Time Type:\nFull time","description_format":"text","description_chars":3987,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"associate","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Business Process Outsourcing (BPO)","Call Center Services"],"lifecycle":[{"event":"open","at":"2026-10-25T07:00:39Z"}],"visa":[],"liveness":{"score":63,"band":"ok","label":"Likely open","p_open":1,"p_active":0.632,"p_room":1,"age_days":5,"expected_fill_days":26,"reasons":["conf:3","stale_co","velocity","win:early","comp:brand"],"computed_at":"2026-10-28T05:59:10Z"},"pay":null,"html_url":"https://alion.io/job/concentrix-sr-manager-wfm","json_url":"https://alion.io/job/concentrix-sr-manager-wfm.json","meta":{"generated_at":"2026-10-28T12:36:30Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":16677,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-29T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":84},"rest":"https://alion.io/mcp/rest/get_company?id=84"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fconcentrix-sr-manager-wfm"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fconcentrix-sr-manager-wfm"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fconcentrix-sr-manager-wfm"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/concentrix-sr-manager-wfm\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fconcentrix-sr-manager-wfm"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3228409}},{"tool":"search_jobs","arguments":{"company":"concentrix.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3228409},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}