Bpo Supervisor

hace 2 semanas

Guadalajara, Jalisco, México NTT DATA A tiempo completo

Req ID:224579

We are currently seeking a BPO Supervisor to join our team in Guadalajara, Jalisco (MX-JAL), Mexico (MX).

Responsibilities:


Provides direct supervision to a team of Workforce Management team members owning Contact Centre Forecasting, Headcount planning, scheduling, reporting, and real-time monitoring.

Sets and communicates clear expectations for work outcomes and manages performance.

Effective planning to ensure the SLAs of all Clients are met each month.

Provide timely inputs to Leadership on performance issues, and recommendations to improve performance.

Identify opportunities and provide consultancy inputs to Operations Leaders related to Workforce Management functions.

Driving projects to improve productivity by analyzing historical performance data to identify trends (associate behaviour, call volume, activities, etc.).

Producing dashboards and presentations for senior leadership covering received volume, team performance, schedule adherence, handle times, and additional KPIs.

Assist the team in the day-to-day execution of plans.

Remotely work with team members in other locations.

Work with the Sales teams to gather due diligence information about new/existing Clients.

Handle escalations and account management to quickly resolve difficult issues.

Determines the type of headcount (part-time, full-time) and site location to align with open scaling goals.

Requirements:

Typically requires 6-8 years of relevant experience.


3 to 4 years of experience in a high-volume call centre where you had to adapt to changing priorities on short notice and interact with a diverse workgroup in a supervisory role.


3 to 4 years in a role that required analytical skills including a thorough understanding of how to interpret business needs and translate them into scorecards/dashboards.


3 to 4 years of experience using advanced MS Excel that includes updating and creating spreadsheets, macros, formulas, advanced charting, graphics & pivot tables.

Experience in working on Workforce Management Tools like Verint, Aspect & Calabrio.

Must be available to work any shift (24x7).

Excellent influencing and communication skills.

Excellent client service skills and leadership capabilities.

Excellent analytical and problem-solving skills.

Strong budgeting, business financial and P&L skills.

About NTT DATA Services
**NTT DATA Services is an equal opportunity employer and considers all applicants without regarding to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law. We are committed to creating a diverse and inclusive environment for all employees. If you need assistance or an accommodation due to a disability, please inform your recruiter so that we may connect you with the appropriate team.

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