Workforce Management Specialist - Tijuana, México - HYUMAN
Descripción
Duties/Responsibilities:
- Accurately create and manage effective schedules for agents and staff.
- Coordinate the scheduling of businessrelated activities such as training, meetings, and overtime.
- Monitor activity, queue volumes and call center metrics for all channels, and recommend daily staffing adjustments for all channels to meet service level agreements.
- Assist with the forecasting, tracking, monitoring, and reporting the daily/monthly contact center statistics.
- Coordinate with contact center leadership to identify opportunities for service improvements and business optimization.
- Establish and maintain effective working relationships with cross functional stakeholders.
- Leverages reports and dashboards on historical data and forecasting results from applicable systems.
- Analyze and develop weekly recommendations for scheduling and staffing requirements.
Required Skills/Abilities:
- Ability to work independently with efficient time management skills, adapt to changing priorities, meet deadlines and work well under pressure.
- Analytical and problemsolving skills, with the ability to define problems, collect data, establish facts and make data supported decisions.
- Be an individual contributor with the ability to manage multiple systems and projects simultaneously in a fastpaced environment.
- Excellent verbal and written communication skills.
- Excellent organizational skills and attention to detail.
- Excellent time management skills with a proven ability to meet deadlines.
- Strong analytical and problemsolving skills.
- Ability to function well in a highpaced and at times stressful environment.
- Proficient with Microsoft Office Suite or related software.
- Bilingual with exceptional English language and writing skills.
Education and Experience:
- Bachelor's degree in business, mathematics or equivalent education and experience.
- Two or more years of successful forecasting and planning experience, with strong talent management and/or operations background, preferably in a highdemand production environment.
Tipo de puesto:
Tiempo completo
Salario:
$1.00 - $2.00 al mes
Experiência:
- Workforce: 2 años (Obligatorio)
Idioma:
- Inglés (Obligatorio)
Lugar de trabajo:
Empleo presencial
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