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Sr. Representative, WFM Scheduling

Concentrix • Business Process Outsourcing (BPO) • Call Center Services • 5 days ago
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Salary
≈ $34k – $78k per year (Estimated)
Location
In office (Lima)
Seniority
Senior
Employment
Full-Time

Confirmed on the employer's own hiring board on Oct 14, 2026. First seen by Alion on Oct 9, 2026. Concentrix scores B on the Alion truth index.

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Profile match

Concentrix

Concentrix is an American customer experience and business services company founded in 1983 and headquartered in Newark, California. It designs and runs customer support, sales, collections and back-office operations on behalf of more than two thousand client brands, employing hundreds of thousands of people across some seventy countries in dozens of languages. Listed on Nasdaq and enlarged by the 2023 acquisition of the French group Webhelp, the company has pushed beyond traditional call-centre outsourcing into experience design, automation and AI agents that deflect routine contacts before a human is needed.
concentrix.com • HQ: Newark, United States • Business Process Outsourcing (BPO) • Call Center Services • 5000+ employees • Est. 1983
Tech stack of Concentrix

Job Title:

Sr. Representative, WFM Scheduling

Job Description

The Work Force Management (WFM) involves effective operational planning & execution including Forecasting, Capacity Planning, Scheduling & Real-Time monitoring. Creating and managing staff schedules to accomplish a particular task on a daily/hourly basis. The WFM function helps in decision making regarding revenue roadmap, focus on critical metrics and efficiency improvement for accounts/organization

Manage agent preferences, time-off requests, shift bid process, trainings and overtime based on the intraday reports on performance and business goals. Collaborate with various Business units, Quality and Training to schedule the necessary training, and associate coaching to ensure the company’s commitment towards quality. Review current processes of scheduling and staffing and uncover potential opportunities for efficiency improvement. Consult with operations to develop staffing requirements by setting thresholds for overhead, time-off, overtime and absences. Develop schedules and staffing plans for assigned business in an accurate and timely manner. Identify schedule/plan changes in relevant databases and escalate issues as appropriate. Prepare reports for hiring needs, schedule and staffing analysis for business reviews and stakeholders. Maintain various WFM tools and set ups e.g. IEX entities etc. Collaborate with other WFM departments like real time and planning to constantly review and improve the health of business and increase profitability.

Location:

PER Lima - Av Primavera 1013

Language Requirements:

English

Time Type:

Full time
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