Job Title: Sr. Supervisor, WFM |1 Position | Cyberjaya Job Description + Managing WFM Personnel + Planning & Scheduling + Manpower Planning, Scheduling, Transitioning new logos + Preparing and publishing WBRs, MBRs, QBRs + Preparing PPTs and presentations + Running scenarios and simulations basis requirement + Data reporting to other departments like Finance , IT Operations etc. + Recognize and recommend operational and support improvements for the enterprise + Administration of communication to and from Operations and other support departments. + Collect, analyze and report historical center performance statistics. + Understanding of Workload and HC calculations + Perform financial evaluation using actual performances which involves relevant WFM metrics and contractual targets + Provide end to end analysis of financial assessment on weekly basis rolling up to the month + Create accruals for revenues that may have been possibly earned but are not yet recorded in the account + Perform trend analysis considering all relevant WFM metrics impacting the revenue on a weekly and monthly basis + Perform impact analysis of various operational metrics performances to understand the gap between actual / planned revenues at different stages of revenue life cycle + Calculate the positive and negative impact of compensated and non-compensated performance metrics on overall revenue + Perform various types of analysis around cost & revenue and create charts / reports as required by the business to present various comparative views for decision making + Data collection from various data sources to be utilized in performing all key responsibilities and ad-hoc requests from the business Location: MYS Cyberjaya Language Requirements: English 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/)**