Associate Iv, Workforce Administration

hace 1 semana

Monterrey, México Continuum Global Solutions A tiempo completo

**Continuum Global Solutions, LLC. ¿Quiénes somos?**

Todos los aspirantes cualificados serán considerados para su contratación, independientemente de su raza, color, credo, religión, genero, orientación sexual, identidad de género, embarazo, nacionalidad/ascendencia, ciudadanía, edad, discapacidad, estado civil, militar/veterano, información genética y demás características protegidas por las leyes locales, estatales y federales.

**Pupose of the position**:
Responsible to deliver the requirement calculation for all workflows and providing schedules which match with these requirements and all applicable guidelines, availabilities and regulations. All these tasks are performed in such a way that optimal use of resources and a most effective occupancy of the workforce is realized and project KPI’s can effectively be met.

**Key task & result areas**:

- Creating a net and gross requirement for each of the workflows based on information collected from capacity plans, forecast files and other by the WFM Planner provided documentation
- Reviewing and processing requests from operations for activities, time off and exceptions into the schedules, based on provided guidelines, capacity and regulations
- Creating employee schedules with the automated WFM tool used for the specific accounts
- Fine tuning the outcome of the automated schedule creation process to optimize the schedules against the requirement, with the goal to minimize schedule deviation and schedule inefficiency.
- Control if all special characteristics and requests for the schedule are processed correct by the system or during the fine tuning of the schedule, also in accordance with labor laws and other guidelines or standard procedures
- Complete the Standard Work Instruction for Schedulers and assure the log file and other checklists are completed prior to handing over the schedule to WFM Intraday Management
- Actively participate and provide suggestions and solutions during schedule approach review
- Create and maintain availability points or other settings for flex scheduling or other schedule methods
- Maintain and adjust agent configuration in the WFM tool used for the accounts a schedule is provided to
- Performs all mother duties as assigned

**Social interaction**:
The WFM Scheduler performs various activities in close consultation and collaboration with the WFM Planner. Outside the WFM department the WFM Scheduler collaborate with and has frequent contact with operational management (team leaders and operational management) regarding requests and approaches in regards to the schedules.

**Job Requiremets**

**Education**: Intermediate vocational education (High School Diploma or GED) unless regionally different.(required). College degree with business or mathematics (prefered)

**Minimum skills to hire**:
Effective operational language proficiency of Business English and any other required languages to perform the job (e.g. the language of the business location)

Basic proficiency of mathematical and analytical skills
- Basi_c proficiency of communication skills_

Strong collaboration skills

Basic computer skills and elementary proficiency and knowledge of MS Office (Word, Excel and Outlook) and Windows/Mac OS X

Ability to focus on performance and results, and to act accordingly

Problem solving skills

Analytics experience or training

Knowledge of and/or experience with WFM systems, preferably NICE IEX 6.4 or InVision

Knowledge of the COPC methodology

Result-oriented collaboration

Proactivity

Elementary knowledge of the complete WFM process, specific calculations, procedures, tools and terminology

Effective communication & feedback

Elementary knowledge, skills and experience with scheduling

**Key values**:
Be an expert - power of knowledge

Take ownership of (WFM) processes

Take responsibility of performance and quality

Make decisions (to improve) - use your knowledge

Act (instead of report and expect someone else to act)

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