Regional Manager, Cs Workforce Management

hace 2 semanas

Tlahuac, México Netflix A tiempo completo

Mexico City, Mexico- Customer Service- Millions of members worldwide love Netflix. When they sit down to watch or play, we want to ensure that nothing gets between them and their favorite shows, movies, and games and Netflix Customer Service (CS) is here to assist customers when they need help. Our WFM team sits within CS and is responsible for the resource planning, scheduling and allocation of agent headcount needed to support the inbound demand of customer contacts across our global BPO partner network. WFM provides the data and analytics to ensure staffing levels are appropriately met to achieve operational KPI targets.

The WFM Regional Manager is the most senior WFM leader in the region responsible for the entirety of the function's activities and deliverables across LATAM. They oversee the internal resource planning, scheduling and external Intraday efforts for the region. Their primary stakeholder is Operations, ensuring we have the necessary headcount staffed within our BPO partner network to meet the customer demand. They lead the overall tactical efforts of their team while executing the strategic initiatives set by the function. Their contributions are critical in shaping global and regional strategies that improve the customer experience.

**Responsibilities**:

- Lead and enable a high-performing team of WFM analysts responsible for the long-term headcount planning, forecasted FTE requirements, scheduling and Intraday efforts of the region.
- Responsible for building both the budgeted and forecasted agent headcount outlook and our capacity planning is aligned with expense expectations.
- Partner closely with Operational stakeholders to implement staffing strategies, ensuring KPI targets are being met while balancing costs. This includes executing real-time strategies to optimize operational outcomes.
- Work with leadership across diverse, cross-functional teams and BPO sites to optimize and mature the operating model, manage key business levers, and adapt to dynamic business changes.
- Provide leadership to collect, consolidate, and analyze operational data, including preparing internal reporting deliverables, analyzing trends & drivers, and explaining forecast vs. actual variances in FTE.
- Analyze historical utilization, schedule adherence, volume, AHT, shrinkage, and attrition at skill/channel and site levels, and provide business recommendations and inputs that enhance and improve the workforce management cycle.
- Contribute to and execute the global strategies of the WFM function.

**Qualifications and Competencies**:

- Bachelor’s degree or equivalent work experience
- 10 + years of FP&A, Capacity Planning, Strategy, Finance, or WFM experience with a minimum of 5 years of experience in leading a team
- Establish and own end-to-end detailed tracking and control processes for headcount, capacity, invoice reconciliation, and budget management across a complex vendor network
- Experience in capacity planning, long-term forecasting, headcount budgeting, and allocation of agent resources distributed across multiple sites and BPO partners
- Ability to develop frameworks and solutions to high-level questions and concepts
- Project/program management, process development, influencing, and consulting skills
- Demonstrate exceptional leadership skills with an ability to mentor and coach both your team and be a stunning colleague for others to learn from
- Due to the regional scope of the role and diverse stakeholders, the ability to communicate complex thoughts in simple terms, both in English and Spanish, is required to drive results
- Experience with G-suite apps (Docs, Sheets, Slides) is nice to have

  • Regional Maintenance Manager

    hace 1 mes

    Tlahuac, México Servicios Comerciales Amazon Mexico S. de R.L. de C.V. A tiempo completo

    7+ years of employee and performance management experience - 5+ years of distribution or manufacturing field with equivalent mechanical or electrical field experience - 7+ years of facilities management, office management, corporate administrative services, or hospitality management experience - Bachelor's degree, or 2+ years of Amazon experience - Work a...

  • Ejecutivo Workforce Management

    hace 1 mes

    Tlahuac, México Grupo Castillo A tiempo completo

    **Vacante para la empresa Grupo Castillo en Benito Juárez, Ciudad de México**: Importante empresa líder en su ramo solicita: Ejecutivo Workforce Management para Call Center: FUNCIONES: - Apoyo en cargas, actualización y mejora de base de datos (realizar los reportes, KPI´s y métricas en Excel) - Análisis de datos y marcado en call enter y manejo de...

  • Lead Workforce Management Analyst

    hace 24 horas

    Tlahuac, México Zendesk A tiempo completo

    Job Description We are looking for a Workforce Management Planner with knowledge of scheduling and staffing methodologies, forecast modeling, capacity planning, and queue management in a complex global support environment composed of multiple contact channels and advocate skill sets. You’re a great match if you possess an inquiring mind, are detailed and...

  • Workforce Management Call Center

    hace 1 mes

    Tlahuac, México SAC ACTIVOS A tiempo completo

    Empresa mexicana dedica a brindar soluciones para sectores financieros, hipotecarios y bancarios se encuentra en búsqueda de la vacante como **“WORKFORCE MANAGEMENT CALL CENTER”** **Buscamos**: Escolaridad: Mínimo Lic. Trunca en áreas matemáticas/administrativas/Informatica Administrativa Experiência: Mínima 1 año en puesto similar para el...

  • Workforce Management

    hace 4 semanas

    Tlahuac, México SAC ACTIVOS A tiempo completo

    Empresa mexicana dedica a brindar soluciones para sectores financieros, hipotecarios y bancarios se encuentra en búsqueda de la vacante como **“WORKFORCE MANAGEMENT”** **Buscamos**: Escolaridad: Mínimo Lic. Trunca en áreas matemáticas/administrativas/Informatica Administrativa Experiência: Mínima 1 año en puesto similar para el sector call...

  • Workforce Management

    hace 1 mes

    Tlahuac, México Grupo Castillo A tiempo completo

    **Vacante para la empresa Grupo Castillo en Benito Juárez, Ciudad de México**: Importante empresa líder en su ramo solicita: Analista Workforce Management para Call Center: FUNCIONES: - Apoyo en cargas, actualización y mejora de base de datos (realizar los reportes, KPI´s y métricas en Excel) - Análisis de datos y marcado en call enter y manejo de...

  • Order Management

    hace 4 semanas

    Tlahuac, México Recruiters and HR Advisors LATAM A tiempo completo

    **Vacante para la empresa Recruiters and HR Advisors LATAM en Insurgentes Sur -Benito Juárez, Ciudad de México**: **Customer service SAP / Order management** Empresa Líder Multinacional desarrollador, fabricante y comercializador mundial de instrumentación médica especializada solicita: - **Requisitos**: - Inglés Indispensable: Experiência...

  • Manager, Account Management

    hace 2 semanas

    Tlahuac, México GXO Opportunity A tiempo completo

    En GXO estamos en busca de nuestro próximo **Manager, Account Management **para nuestro equipo en **Estado de México.** En GXO diseñamos las cadenas de suministro más rápidas, inteligentes y eficientes. Tenemos un compromiso con la INNOVACION que CAMBIA LAS REGLAS DEL JUEGO y es una de las características que definen la tecnología logística de GXO....

  • Sr. Workforce Consultant for a Top Ten Insurance

    hace 24 horas

    Tlahuac, México Capgemini A tiempo completo

    **We are seeking a highly skilled Senior Workforce Consultant to join our team at Capgemini and provide strategic workforce management solutions to a Top Ten Insurance Carrier.****: As a Senior Workforce Consultant, you will play a crucial role in partnering with the client's HR and Business leaders to develop workforce strategies, drive organizational...

  • Workforce Analytics Specialist

    hace 2 meses

    Tlahuac, México Thermo Fisher Scientific A tiempo completo

    At Thermo Fisher Scientific team, you’ll discover impactful work, innovative thinking and a culture dedicated to working the right way, for the right reasons - with the customer always top of mind. The work we do matters, like helping customers find cures for cancer, protecting the environment, making sure our food is safe and delivering COVID-19...

  • Workforce Managent Call Center

    hace 4 semanas

    Tlahuac, México SAC ACTIVOS A tiempo completo

    Empresa mexicana dedica a brindar soluciones para sectores financieros, hipotecarios y bancarios se encuentra en búsqueda de la vacante como **“WORKFORCE MANAGEMENT”** **Buscamos**: Escolaridad: Mínimo Lic. Trunca en áreas matemáticas/administrativas/Informatica Administrativa Experiência: Mínima 1 año en puesto similar para el sector call...

  • Customer Success Manager

    hace 1 mes

    Tlahuac, México RSec A tiempo completo

    _RSec ayuda a más de 50 clientes líderes de distintas industrias en 12 países a dar tranquilidad y a proteger sus sistemas, a evitar ataques, filtraciones de datos y a cumplir con los requisitos establecidos por instancias gubernamentales. Debido a nuestro exponencial crecimiento, estamos en búsqueda de nuestro siguiente Ejecutivo de Ventas para hacer...

  • Business Delivery Manager

    hace 1 mes

    Tlahuac, México HSBC A tiempo completo

    **Business Delivery Manager** Role purpose Operates across a subset of Agile Teams. Coordinating delivery across all aspects of change across Agile Teams and in support of the Value Stream Lead **Principal Accountabilities** - Support POs to understand impact of changes in backlog prioritization on delivery plan - Identify and manage delivery risks across...

  • Assistant General Manager I

    hace 7 días

    Tlahuac, México Marriott International, Inc A tiempo completo

    **Job Number** 24036092 **Job Category** Rooms & Guest Services Operations **Location** Courtyard Mexico City Toreo, Periferico Boulevard Manuel Avila Camacho No 150, Mexico City, MÉX, Mexico VIEW ON MAP **Schedule** Full-Time **Located Remotely?** N **Relocation?** N **Position Type** Management **JOB SUMMARY** Assists the General Manager in all...

  • Office Manager

    hace 4 semanas

    Tlahuac, México Recruiters and HR Advisors LATAM A tiempo completo

    **Vacante para la empresa Recruiters and HR Advisors LATAM en Insurgentes Sur -Benito Juárez, Ciudad de México**: **Office manager director assitant latam**:** Office Management - Director Assistant** Empresa Trasnacional especialista en Medical Devices solicita: **Office Manager - Director Assitant** Dicha posición figura como el responsable del...

  • Gerente Ti

    hace 3 días

    Tlahuac, México ADMINISTRATIVE MANAGER A tiempo completo

    Education: Systems Engineering, bilingual Knowledge: - Administration and maintenance of servers and networks, - Administration of computer and communication equipment, - Systems development, - Configuring switches, - Creation, development and administration of web pages, - Management of switches, CISCO routers, access points, - ERP, CRM and BI...

  • Strategy Manager Customer Lifecycle Management

    hace 1 mes

    Tlahuac, México HSBC A tiempo completo

    **Gerente de Estrategia Customer Life-cycle Management** **Propósito**: Generar los planes estratégicos de para la integración de las estrategias de la Dirección de Customer lLife-cycle Management (Adquisición de Clientes, On boarding, Early Engagement, Portafolio Management, Retención, Portabilidad de Nómina y Ofertas Comerciales. **Principales...

  • Workforce Analyst

    hace 1 mes

    Tlahuac, México Grupo Castillo A tiempo completo

    **Vacante para la empresa Grupo Castillo en Benito Juárez, Ciudad de México**: Importante empresa líder en su ramo solicita: Analista Workforce Management para Call Center: FUNCIONES: - Apoyo en cargas, actualización y mejora de base de datos (realizar los reportes, KPI´s y métricas en Excel) - Análisis de datos y marcado en call enter y manejo de...

  • Analista Workforce

    hace 1 mes

    Tlahuac, México Grupo Castillo A tiempo completo

    **Vacante para la empresa Grupo Castillo en Benito Juárez, Ciudad de México**: Importante empresa líder en su ramo solicita: Analista Workforce Management para Call Center: FUNCIONES: - Apoyo en cargas, actualización y mejora de base de datos (realizar los reportes, KPI´s y métricas en Excel) - Análisis de datos y marcado en call enter y manejo de...

  • Senior Business Analytics Manager

    hace 5 horas

    Tlahuac, México Citi A tiempo completo

    The Business Manager provides full leadership and supervisory responsibility. Provides operational/service leadership and direction to team(s). Applies in-depth disciplinary knowledge through provision of value-added perspectives or advisory services. May contribute to the development of new techniques, models and plans within area of expertise. Strong...