Workforce Analyst

hace 7 días


Monterrey, Nuevo León, México Skydropx A tiempo completo

Estamos
innovando la logística y esto lo hemos logrado
gracias a un equipo de personas visionarias, con ganas de crecer y cambiar el mundo.

En
Skydropx encontrarás un espacio para desarrollar tu carrera dentro de un ambiente laboral
dinámico, ambicioso y multicultural.

Workforce Analyst & Traffic Controller:

Tus retos en el equipo serán:


  • Pronóstico de la demanda: Utilizar datos históricos y otros factores relevantes para predecir la demanda futura de contactos digitales, correos electrónicos u otras interacciones en el centro de contacto.
-
Planificación de personal: Determinar la cantidad adecuada de personal requerido en cada turno para satisfacer la demanda pronosticada, considerando factores como la disponibilidad de agentes, las tasas de servicio y los objetivos de rendimiento.
-
Programación de horarios: Crear y mantener los horarios de trabajo de los agentes, asegurándose de que haya suficiente cobertura en cada turno para cumplir con los níveles de servicio esperados.
-
Monitoreo en tiempo real: Supervisar el rendimiento en tiempo real del centro de contacto, realizar ajustes a los horarios y asignaciones de agentes según sea necesario para abordar cambios inesperados en la demanda.
-
Generación de informes y análisis: Recopilar y analizar datos sobre el rendimiento del centro de contacto, identificar tendencias, problemas o áreas de mejora, y preparar informes y recomendaciones para la gestión.

-
Traffic Controller:

-
Distribución de interacciones: Asignar y distribuir las interacciones entrantes, como llamadas o correos electrónicos, a los agentes disponibles en el centro de contacto.
-
Gestión de colas: Monitorear y gestionar las colas de llamadas o interacciones, asegurándose de que no haya un tiempo de espera excesivo y de que los clientes sean atendidos de manera oportuna.

Requisitos:

-
Educación:Media superior (Preparatoria/Bachillerato), Técnico, Estudiante activo de nível superior (Estudiante de carrera), Superior concluida (Carrera terminada)

-
Herramientas:Excel avanzado.

  • Experiência previa en el puesto/contact centers
-
Skills: Organización, planeación, administración.

Ofrecemos:

  • Sueldo base competitivo + prestaciones de Ley.
  • Esquema:
  • Monterrey: 100% Presencial.
  • Herramientas de trabajo.
  • Horario: Lunes a Viernes de 9:00 am a 7:00 pm.


Te invitamos a aceptar el reto Para aplicar en la vacante, postúlate por este medio y estaremos encantados de lograr nuestros objetivos junto a ti.

Si tu perfil hace match con los requerimientos de la vacante, nuestro equipo de reclutamiento estará en contacto contigo.

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