WFM Supervisor – Real-Time Team Lead

About the role

The WFM Supervisor will lead the Real‑Time team within Concentrix’s Workforce Management (WFM) Shared Services, ensuring accurate forecasting, capacity planning and real‑time analytics for BPO operations.

Key responsibilities

• Act as the primary liaison between WFM Shared Services and the Operations organization.
• Manage and coach Real‑Time Analysts, providing weekly feedback.
• Participate actively in forecast and capacity planning meetings.
• Lead real‑time analytics, reporting and strategic planning processes.
• Ensure the accuracy of all WFM processes and compliance with WFMU standards.
• Promote a work environment aligned with CNX values and climate actions.

Required profile

• Minimum 2 years of solid experience in Workforce Management.
• Experience with multi‑program/multi‑campaign environments.
• Associate’s degree or higher is a plus.
• Proficient English communication skills.
• For internal candidates: at least 1 year tenure at Concentrix, no disciplinary actions in the past 3 months, and a good attendance/performance record.

Required skills

• Advanced Excel and Microsoft Office proficiency.
• Hands‑on experience with WFM tools such as IEX, Calleo and Genesys Cloud.
• Familiarity with eStart and WorkDay platforms.