Wfm Real Time Analyst
hace 2 semanas
**Únete a Nuestro Equipo como WFM Real Time Analyst **
**GBS México,** a través de **Unlimited Vacation Club** **s**omos líderes en el mundo corporativo de call center, especializados en brindar una atención a clientes excepcional.
**Responsabilidades**:
- Eficiencia en la previsión y planificación, enfocada a la mejora continua de los KPIs.
- Planificación que garantice una mejor adherencia.
- Comparte alertas en tiempo real que ayuden a tomar decisiones para mejorar los KPIs.
- Estandarización y automatización de procesos y reportes.
Actividades:
- Mantiene y mejora las operaciones del centro de llamadas mediante el monitoreo de la productividad de los agentes y las necesidades de las colas; identificar y resolver problemas; preparar y completar planes de acción; Gestión de la mejora de sistemas y procesos.
- Logra los objetivos de recursos humanos del centro de llamadas asesorando a los coordinadores, JT y JTL en tiempo real, tardanzas y ausencias para garantizar que las colas cuenten con el personal adecuado y no se vean afectadas.
- Prepara informes de rendimiento del centro de llamadas recopilando, analizando y resumiendo datos y tendencias.
- Comunicación constante con la gerencia de indicadores de Queue para asegurar que estamos cumpliendo con los objetivos.
- Revisión y presentación de informes de los indicadores del día anterior a la gerencia y proporcionar análisis de áreas de oportunidad.
- Crear y compartir las necesidades de horas extras y horas insuficientes.
- Responsable de aprobar/denegar las solicitudes de ausencia de los empleados en función de las necesidades de la cola.
- Actualizar los cambios de horario diarios de Humanity.
- Mantenga actualizadas las colas y las habilidades de los agentes.
- Seguimiento administrativo del equipo de monitores de colas.
Habilidades:
*Atención al detalle
**Inglés **Avanzado/ Bilingüe.
*Habilidades excepcionales de comunicación
Ofrecemos:
- Horarios de **Tiempo completo**
- Excelente ambiente laboral
- Contrato por Tiempo Indefinido
- Salario base
- Prestaciones de Ley
- Bonos por puntualidad y desempeño.
- Oportunidades de crecimiento profesional y desarrollo de carrera.
- **Subsídio alimenticio.**
- Capacitación y entrenamiento
- Desarrollo profesional
Trabaja en un entorno donde la colaboración y la excelencia son fundamentales para el éxito.
Únete a nuestro equipo y sé parte de una experiência laboral única
Tipo de puesto: Tiempo completo, Medio tiempo, Por tiempo indeterminado
Salario: $14,350.00 - $20,000.00 al mes
Horas previstas: 44 por semana
Horario:
- Turno de 10 horas
- Turno de 8 horas
Prestaciones:
- Bebidas gratis
- Estacionamiento de la empresa
- Horarios flexibles
- Opción a contrato indefinido
- Programa de referidos
- Servicio de comedor
- Servicio de comedor con descuento
- Uniformes gratuitos
Tipos de compensaciones:
- Bono anual
- Bono de asistencia
- Bono de productividad
- Bono de puntualidad
Pregunta(s) de postulación:
- ¿Qué nível de inglés consideras tener y por qué?
- ¿Vives en Cancún?
Idioma:
- Inglés (Deseable)
Lugar de trabajo: Empleo presencial
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