WFM Country Lead - UK

Job Title: WFM Country Lead – UK Job Description Job Description Summary The WFM Country lead is responsible for overseeing all aspects of workforce planning, real-time management, and resource optimization across UK. The successful candidate will provide leadership to an accomplished workforce management team, collaborate with various departments, and shape the direction of the WFM operating model within country. What You’ll Be Doing Contribute to the development of long-term strategic plans, leveraging WFM insights to shape organizational goals and priorities Collaborate closely with cross-functional teams, including Customer Service, Operations, Finance, and IT, to ensure WFM strategies align with overall business objectives Implement cost-effective measures while maintaining a high standard of service Manage departmental budgets, including labor costs, technology investments, and other resources Drive efficiency and effectiveness improvements while maintaining or exceeding service level goals Identify and lead process improvement initiatives within the WFM department and related operational areas Provide mentorship, coaching, and growth opportunities to nurture talent Lead the training and professional development of the WFM team, focusing on developing advanced skills and expertise Role Requirements Experience in leading large WFM teams across multi-site operations. Strong and proven communication experience with both local & Non-Local clients across the EMEA Region. Strong knowledge with WFM tools, ie IEX/Teleopti/CMS/Genesys etc. Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates Advanced Microsoft Office skills Practical experience of Direct People Management Proven ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment. Demonstrated ability to mentor, coach and provide direction to a team of employees Demonstrated ability to take initiative and ownership with focus on continuous improvement Demonstrated ability to foster customer service disposition and sense of professionalism for self and team Solid understanding of the organization\’s business operations and industry. Demonstrated ability to comprehend, analyse, and interpret. Ability to analyse large quantities of raw data to create strategic action plans Ideal Candidate Profile Experience of working in a large BPO / CX organisation Practical Experience of WFM NICE IEX preferred. Knowledge of reporting tool and processes. Disclaimer The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title. Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic. Location: UK, Work at Home, GB 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 R1614855 Seniority level Seniority level Director Employment type Employment type Full-time Job function Job function Consulting, Information Technology, and Sales Industries IT Services and IT Consulting Referrals increase your chances of interviewing at Concentrix by 2x Get notified about new Country Lead jobs in United Kingdom . Business Development Manager – Remote UK Based London, England, United Kingdom 1 week ago Business Development Manager – Key Accounts (Implants & Digital Equipment) Client Success Manager – Aerospace and Defence Director Global Launch Excellence Nephrology Cambridge, England, United Kingdom 1 week ago London, England, United Kingdom 1 month ago Enterprise Account Executive / Customer Success Manager – AI Technology Customer Success Manager – Accountancy SaaS Milton Keynes, England, United Kingdom 3 weeks ago London, England, United Kingdom 3 weeks ago Senior Customer Success Manager (Remote – UK) London, England, United Kingdom 2 weeks ago Strategic Customer Success Manager – EMEA Customer Success Manager (Aviation Tech) Senior Commercial Executive (All Regions Brazil) Cambridge, England, United Kingdom 1 week ago Senior Technical Customer Success Manager Italian- Customer Success Manager: Program Specialist London, England, United Kingdom 1 week ago We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr