Logitech Global Workforce Optimization Specialist

hace 7 días


Xico, México Logitech A tiempo completo
About the Role

We are seeking a seasoned Forecast Analyst to join our Customer Experience team at Logitech as a Global Workforce Optimization Specialist.

Key Responsibilities
  • Staffing Optimization: Develop and implement strategic workforce plans 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.
  • Cross-Functional Collaboration: Work closely with regional managers, HR, training, and IT teams to achieve common workforce management goals.
Requirements

To be successful in this role, you must bring the following minimum skills and behaviors:

  • Proven Experience: A deep understanding of call volume forecasting and workforce management principles, gained through experience as a Forecast Analyst in a BPO or contact center environment.
  • 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.
Salary Range

The estimated salary range for this position is $85,000 - $115,000 per year, depending on location and experience.



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