Workforce Management Supervisor

hace 3 semanas


Desde casa, México NTT DATA Services A tiempo completo

**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**:

- **Fully biligual (English-Spansih)**:

- **Official university degree**:

- **Live in one of the following cities in Mexico and be a Mexican citizen**

CDMX, Monterrey, Saltillo, Torreon, Cancún, Ciudad Juarez, Chihuahua, Tijuana, San Luis Potosi, Mexicali, Hermosillo, Morelia, Obregon, Veracruz, Coatzacualcos, Guasave, Ensenada, Campeche, Aguascalientes, Querétaro, Guanajuato y Puebla

*In case you are in Guadalajara, you would have to work HIBRATE*
- At least 5 years in a leadership position
- 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.

**Salary**: $25,000.00 per month

Application Question(s):

- Do you live in one of the following cities:
CDMX, Monterrey, Saltillo, Torreon, Cancún, Ciudad Juarez, Chihuahua, Tijuana, San Luis Potosi, Mexicali, Hermosillo, Morelia, Obregon, Veracruz, Coatzacualcos, Guasave, Ensenada, Campeche, Aguascalientes, Querétaro, Guanajuato, Guadalajara y Puebla
- How many years of experience do you have working in leadership positions in call centers?
- Do you have and advanced English level?
- How many years of experience do you have working with VERINT, ASPECT, CALABRIO or similar tools?
- How many years have you worked in WORKFORCE MANAGMENT?



  • Desde casa, México American Express Global Business Travel A tiempo completo

    Amex GBT is a place where colleagues find inspiration in travel as a force for good and - through their work - can make an impact on our industry. We’re here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued. Ready to explore a career path? Start your journey. What You’ll Do Posting...


  • Desde casa, México EPAM Systems A tiempo completo

    EPAM is a leading global provider of digital platform engineering and development services. We are committed to having a positive impact on our customers, our employees, and our communities. We embrace a dynamic and inclusive culture. Here you will collaborate with multi-national teams, contribute to a myriad of innovative projects that deliver the most...


  • Desde casa, México EPAM Systems A tiempo completo

    EPAM is a leading global provider of digital platform engineering and development services. We are committed to having a positive impact on our customers, our employees, and our communities. We embrace a dynamic and inclusive culture. Here you will collaborate with multi-national teams, contribute to a myriad of innovative projects that deliver the most...


  • Desde casa, México EPAM Systems A tiempo completo

    EPAM is a leading global provider of digital platform engineering and development services. We are committed to having a positive impact on our customers, our employees, and our communities. We embrace a dynamic and inclusive culture. Here you will collaborate with multi-national teams, contribute to a myriad of innovative projects that deliver the most...


  • Desde casa, México EPAM Systems A tiempo completo

    EPAM is a leading global provider of digital platform engineering and development services. We are committed to having a positive impact on our customers, our employees, and our communities. We embrace a dynamic and inclusive culture. Here you will collaborate with multi-national teams, contribute to a myriad of innovative projects that deliver the most...


  • Desde casa, México Thermo Fisher Scientific A tiempo completo

    **Work Schedule** Other **Environmental Conditions** Office Purpose: Manages a team of employees responsible for a variety of centralized administrative, logístical, technical and facilitative tasks. Responsible for oversight and execution of deliverables to ensure the achievement of departmental goals. Works in collaboration with the resourcing team...


  • Desde casa, México Thermo Fisher Scientific A tiempo completo

    Purpose: Manages a team of employees responsible for a variety of centralized administrative, logístical, technical and facilitative tasks. Responsible for oversight and execution of deliverables to ensure the achievement of departmental goals. Works in collaboration with the resourcing team and other PSS people managers to meet resourcing needs and...


  • Desde casa, México Thermo Fisher Scientific A tiempo completo

    Purpose:Manages a team of employees responsible for a variety of centralized administrative, logístical, technical and facilitative tasks. Responsible for oversight and execution of deliverables to ensure the achievement of departmental goals. Works in collaboration with the resourcing team and other PSS people managers to meet resourcing needs and critical...


  • Desde casa, México Thermo Fisher Scientific A tiempo completo

    Work ScheduleOtherEnvironmental ConditionsOfficePurpose:Manages a team of employees responsible for a variety of centralized administrative, logístical, technical and facilitative tasks. Responsible for oversight and execution of deliverables to ensure the achievement of departmental goals. Works in collaboration with the resourcing team and other PSS...


  • Desde casa, México UKG (Ultimate Kronos Group) A tiempo completo

    **Company Overview**: Here at UKG, our purpose is people. Our HR, payroll, and workforce management solutions help organizations unlock happier outcomes for all. And our U Krewers, who build those solutions and support our business, are talented, collaborative, and innovative problem-solvers. We strive to create a culture of belonging and an employee...


  • Desde casa, México UKG (Ultimate Kronos Group) A tiempo completo

    Company Overview:Here at UKG, our purpose is people. Our HR, payroll, and workforce management solutions help organizations unlock happier outcomes for all. And our U Krewers, who build those solutions and support our business, are talented, collaborative, and innovative problem-solvers. We strive to create a culture of belonging and an employee experience...


  • Desde casa, México Konstant Kreative A tiempo completo

    Our team is growing and we are looking for a highly motivated and skilled Client Success Supervisor to join us. As a Client Success Supervisor, you will work under the direction of the Director of Operations and Founders to facilitate creative performance, provide leadership and management to creative team staff, contribute to the administration of service...

  • Sales Supervisor

    hace 7 días


    Desde casa, México TripleTen A tiempo completo

    TripleTen_ is an award-winning online school among technology bootcamps. Our mission is to help people change their lives and succeed in technology. We offer flexibility in studies, career mentoring, resume and portfolio preparation, and we guarantee employment after the course. Our employability rate among graduates is 87% across our Web Development,...


  • Desde casa, México Evernest A tiempo completo

    **Maintenance Coordinator Regional Supervisor** at Evernest **COMPANY OVERVIEW** Evernest is a full-service real estate and property management company with a national presence and an outstanding reputation. We operate in 30+ of the nation's most investable markets and with over 15k homes under management, Evernest is recognized as one of the largest...


  • Desde casa, México Deel A tiempo completo

    **Who we are and what we do** Deel is a global team that helps businesses hire anyone, anywhere, easily. Deel consists of more than two thousand self-driven individuals spanning over 80 countries. Our unified yet diverse culture keeps us continually learning and innovating the Deel platform and our products for customers. Companies should be able to hire...


  • Desde casa, México Hire Latam LLC A tiempo completo

    _**HireLatam is a premier recruitment agency that connects exceptional talent in Latin America with outstanding opportunities in the United States. With a proven track record and a commitment to excellence, we're your trusted partner in the pursuit of career success. Our extensive network, personalized approach, and supportive guidance ensure that you're in...


  • Desde casa, México Konstant Kreative A tiempo completo

    **Creative Project Supervisor at Konstant Kreative** Konstant Kreative, a leading global creative agency, is seeking a dedicated and experienced Project Supervisor to join our remote team. In this role, you will provide leadership to project design, ensure clear scoping of project briefs, and monitor deadlines to ensure timely delivery. **About the...


  • Desde casa, México Deel A tiempo completo

    Who we are and what we doDeel is a global team that helps businesses hire anyone, anywhere, easily. Deel consists of more than two thousand self-driven individuals spanning over 80 countries. Our unified yet diverse culture keeps us continually learning and innovating the Deel platform and our products for customers.Companies should be able to hire the best...

  • Marketing Coordinator

    hace 4 semanas


    Desde casa, México MSI (Micro-Star International) A tiempo completo

    **Responsibilities** - Marketing materials inventory management (bi-weekly update) - E-tailer product page management - MSI product page, where to buy links, deal page management - Sample retrieve from customers/KOL/media - New supplier account information follow-up - MKTG asset management (DAM system & flyers & in-store shop deco) - Offline event support -...


  • Desde casa, México Hayward Group, LLC A tiempo completo

    **Title: SAP Success Factor Mexican Payroll (13858520)** **Location: NEW YORK NY 10003 (REMOTE)** **Duration: Contract** **Looking for a strong ECP resource with Spanish speaking must.** **- Must-have skills for this role** 1. SAP Success factors Employee Central Payroll 2. SAP Success factors Employee Central 3. Spanish Speaking. **- Years of experience...