Cx Global Workforce Manager
hace 6 meses
**About CX**:
The Customer Experience team at Logitech exists to orchestrate experiences and deliver customer service that builds relationships, prompts loyalty, and delivers growth to Logitech. We strive to deliver world-class CX with speed, accuracy, and quality of responses and to be an extension to each of our Brands while deploying strategy that allows us to scale with agility. We advocate for the customer and the company. We do this through equality, environmental sustainability, empathy, expectation-setting, effortless experiences, engaging relationships, and eliminating errors. We are looking for someone with the passion and energy to be the advocate for our customers and drive change to ensure we exceed our customers’ needs and expectations
**Job Summary**:
**Responsibilities**:
Be Yourself. Be Open. Stay Hungry and Humble. Collaborate. Challenge. Decide and just Do. These are the behaviors you’ll need for success at Logitech.
- ** Staffing Optimization**:Monitor and adjust staffing levels to meet service level agreements (SLAs) and ensure optimal efficiency in call center operations.
- ** Forecasting and Analysis**: Utilize historical data and trends to forecast future call volumes, staffing needs, and resource allocation. Conduct regular analysis to identify patterns and areas for improvement.
- ** Performance Metrics Monitoring**:Track and analyze key performance indicators (KPIs) such as call abandonment rates, average handle time, and service levels to assess and improve call center performance.
- ** Technology Utilization**: Leverage workforce management software and tools to optimize scheduling, track real-time performance, and implement automation where applicable.
- ** Collaboration with Regional Managers**: Work closely with regional managers to understand local nuances, cultural considerations, and regulatory requirements that may impact workforce management strategies.
- ** Policy Development**: Develop and implement standardized workforce policies and procedures to ensure consistency and compliance across all global call center operations.
- ** Training and Development**: Collaborate with training teams to ensure that call center agents are adequately trained, and ongoing development programs are in place to enhance skills and performance.
- ** Adaptation to Market Changes**: Stay informed about industry trends, changes in customer behavior, and emerging technologies to proactively adjust workforce strategies accordingly.
- ** Communication and Reporting**: Provide regular and ad-hoc reports to leadership on workforce performance, trends, and recommendations for improvement. Communicate effectively with various stakeholders to ensure alignment with organizational goals.
- ** Risk Management**:Identify potential risks and challenges related to workforce management, develop mitigation strategies, and implement contingency plans to ensure continuous operations.
- ** Employee Engagement**:Implement initiatives to enhance employee engagement, satisfaction, and retention within the call center teams across diverse global locations.
- ** Continuous Improvement**: Stay updated on industry best practices and emerging trends in BPO forecasting and workforce management to continuously improve forecasting methodologies and processes. Drive a culture of continuous improvement, exploring and implementing innovative solutions to optimize workforce efficiency and deliver exceptional customer service.
- ** Compliance**: Ensure adherence to labor laws, regulations, and company policies related to workforce management across different geographical regions.
**Knowledge and Skills**:
For consideration, you must bring the following minimum skills and behaviors to our team:
- Proven experience as a Forecast Analyst in a BPO or contact center environment, with a deep understanding of call volume forecasting and workforce management principles.
- ** Analytical Skills**: Ability to analyze workforce data, identify trends, and make data-driven decisions to optimize performance.
- ** Strategic Thinking**: Develop and execute strategic workforce plans aligned with organizational objectives and global business goals.
- ** Communication Skills**:Strong verbal and written communication skills to convey strategies, policies, and performance insights to diverse teams and stakeholders.
- ** Cultural Sensitivity**: Understanding and respecting cultural differences to effectively manage teams in diverse international locations.
- ** Problem-Solving**:Proactively address workforce challenges and implement effective solutions to ensure operational efficiency.
- ** Adaptability**: Flexibility to adapt to changing business environments, emerging technologies, and diverse regulatory landscapes.
- ** Team Collaboration**:Work collaboratively with cross-functional teams, including regional managers, HR, training, and IT, to achieve common workforce management goals.
- ** Leadership Skills**: Lead and motivate globally dis
-
Service Excellence Manager
hace 2 semanas
Santa Catarina, Nuevo León, México Carrier A tiempo completoAbout UsWe’re Carrier, a company dedicated to delivering exceptional customer experiences. We're seeking a Service Excellence Manager to join our team.As a Service Excellence Manager, you'll play a key role in driving continuous improvement across our organization. Your primary responsibility will be to oversee Carrier Excellence projects, focusing on...
-
Project Manager
hace 5 meses
Cuajimalpa, México HCR Human Capital Resources A tiempo completoEstamos solicitando **Manager CX **con experiência en consultoría estratégica y/o procesos de negocio. **Requisitos**: - Licenciatura en Administración, Marketing, Economía, Actuario/a o Ingeniería. - Maestría en Marketing y/o MBA. - Dominio de inglés. **Experiência**: Mínimo 2 años de experiência liderando Proyectos, administrando recursos y...
-
Manager Global Ops Disputes
hace 2 meses
Cuajimalpa, México Global Payments A tiempo completoEvery day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services. Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results....
-
Index Manager
hace 6 meses
Lomas de Santa Fe, México S&P Global A tiempo completo**About the Role**: **Grade Level (for internal use)**: 10 **The Role**: Index Manager **The Location**: Mexico City, MX **The Team**: The Factor Index Group is responsible for the management of factor and thematic index strategies, which include Quality, Enhanced Value, Momentum, Low Volatility, Beta, Intrinsic Value, Multi-Factor, Multi - Asset and...
-
Sr. Product Manager
hace 5 meses
Lomas de Santa Fe, México S&P Global A tiempo completo**About the Role**: **Grade Level (for internal use)**: 10 S&P Global Commodity Insights **The Role**: Senior Product Manager **The Team**: We seek a senior product manager to join the Climate Solutions team under the Gas, Power & Climate Solutions vertical in S&P Global Commodity Insights. Climate Solutions provides data, analytics, and insights to...
-
Cx Digital Lead
hace 5 meses
Colonia Santa Fe, México Mondelēz International A tiempo completo**Job Description**: **Are You Ready to Make It Happen at Mondelēz International?** **Join our Mission to Lead the Future of Snacking. Make It With Pride** You manage the media agenda in a particular geography. **How you will contribute** You will help execute the media strategy in your assigned area, business unit, country, or category. In partnership...
-
Bilingual Recruiter: S&p Global Ratings
hace 6 meses
Lomas de Santa Fe, México S&P Global A tiempo completo**About the Role**: **Grade Level (for internal use)**: 10 **The Team**: As a member of the recruitment (People Movement) team, you will work closely with team members in the Americas region and across the globe. This is a dynamic team, that strives on individual and team development, we provide countless opportunities to learn transferable skills & global...
-
Marketing Manager
hace 2 semanas
Santa Fe Cuajimalpa, México Ecolab A tiempo completoJob Characteristics:Senior level. Manages the marketing for numerous products, categories or programs with complexity in scope or size. Net sales are at least $75 million, or has independent responsibility for marketing plans for corporate accounts, where net sales are at least $200 million; may support a smaller division and serve in a broader role. Will...
-
Analyst, Global Equities Product Management
hace 6 meses
Lomas de Santa Fe, México S&P Global A tiempo completo**About the Role**: **Grade Level (for internal use)**: 10 **The Role**: Analyst **The Location**: Mexico City **The Team**: The global equity index product management team oversees a wide set of index products including our global benchmarks and real estate indices as well as newly evolving indices in the sustainability space. We serve as asset class...
-
Org Planning
hace 5 meses
Colonia Santa Fe, México Stellantis A tiempo completoOE coordinator is in charge of ensuring the organizational structures so that their impact is reflected globally. In this way we can ensure control and reporting of employees by line and department.Responsible for the administration and movements to be executed in the HR management systems (SOCLE/PSFOT) of the biweekly payroll, ensuring the payment of...
-
Team Manager
hace 4 semanas
Cuajimalpa, México Global Payments A tiempo completoEvery day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services. Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results....
-
Sourcing Category Manager
hace 6 meses
Santa Fe Cuajimalpa, México Mauser Packaging Solutions A tiempo completoMauser Packaging Solutions is a global leader in solutions and services across the packaging lifecycle, providing packaging worldwide to companies in industries from food, personal care, paints and chemicals. As a **Best Country Sourcing (BCS) Category Manager** for Direct Materials at Mauser, your essential duties include: - Develop and execute a Best...
-
Global Project Coordinator
hace 3 meses
Colonia Santa Fe, México Gates Corporation A tiempo completoAre you inspired by challenging the status quo? Do you thrive in collaborative environments that drive results? If so, Gates could be for you. Let's simplify it? think belts and hoses. Found in motorcycles, conveyer belts, cars, tractors, blenders, vacuum cleaners, bicycles, & 3D printers just to name a few. Because why not do it all? **WHAT TO...
-
Consulting Manager
hace 6 meses
Lomas de Santa Fe, México S&P Global A tiempo completo**About the Role**: **Grade Level (for internal use)**: 11 - S&P Global Commodity Insights - Advisory Solutions* **The Role**: Consulting Manager - Energy Analytics **The Team**: The S&P Global Commodity Insights Consulting Practice is recognized as a market leader in the industry. Our practice brings an unparalleled combination of industry knowledge, data...
-
Global Supply Chain Director
hace 4 semanas
Hacienda Santa Fe, Jalisco, México Abb A tiempo completoJob Title: Supply Chain ManagerAbout the Role:A challenging opportunity has arisen for a Supply Chain Manager to join our team at ABB, where you will play a key role in driving the end-to-end supply chain management of our NEMA Motors plant in Guadalajara. As a Supply Chain Manager, you will be responsible for leading a multidisciplinary team, overseeing...
-
Global Accounting Specialist
hace 2 semanas
Santa Catarina, Nuevo León, México Carrier Global Corporation A tiempo completoAbout Carrier Global CorporationCarrier Global Corporation is the leading global provider of healthy, safe and sustainable building and cold chain solutions. We have a world-class, diverse workforce covering HVAC and Refrigeration.Our Mission & VisionWe make modern life possible by delivering safer, smarter and more sustainable services that make a...
-
Rtr Specialist
hace 1 semana
Santa Catarina, Nuevo León, México Carrier Global Corporation A tiempo completo**About Us**Carrier Global Corporation is the leading global provider of healthy, safe and sustainable building and cold chain solutions with a world-class, diverse workforce covering HVAC and Refrigeration. Our mission is to deliver safer, smarter and more sustainable services that make a difference to people and our planet while revolutionizing industry...
-
Líder Global de Infraestructura Azure Bilingüe
hace 2 meses
Cuajimalpa, México Reclutamiento IT A tiempo completo**Vacante para la empresa Reclutamiento IT en Cuajimalpa de Morelos, Ciudad de México**: **¿Quiénes somos?** - Con presencial a nível global, nos dedicamos a producir y distribuir alimentos de primera calidad para Europa, Latam e India; hemos crecido de forma sostenida año con año (con presencia actual en 42 paises), estamos en un proceso de...
-
Global Disbursement Manager
hace 1 semana
Santa Catarina, Nuevo León, México Carrier A tiempo completoAbout the OpportunityCarrier Global Corporation, a global leader in intelligent climate and energy solutions, is seeking an experienced Disbursement Manager to join our team. This role is a key contributor to our CBS (Commercial Banking Services) team and will play a vital part in ensuring hundreds of thousands of accounts payables are accurately and...
-
Sales Manager
hace 6 meses
Cuajimalpa, México Global Payments A tiempo completoEvery day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services. Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results....