Workforce Management Specialist

hace 5 días

Guadalajara, Jalisco, México At&T Mexico A tiempo completo

Job Summary:

We are seeking a highly skilled Workforce Management Specialist to join our team at At&T Mexico. As a key member of our workforce management team, you will be responsible for ensuring that our scheduling processes are optimized to meet the needs of our business.

Key Responsibilities:

  • Develop and implement labor practices, policies, procedures, and force management systems to ensure maximum efficiency and productivity.
  • Plan long-term capacity utilization and execute tactical plans to deliver on outbound capacity requirements with internal and external suppliers.
  • Utilize in-depth knowledge of workforce management processes and procedures to identify and solve complex issues.
  • Develop forecasts and schedules variations for one call center with different lines of business to meet business objectives of accessibility, occupancy, and adherence.
  • Resolve extraordinary problems related to the operation of the center and review performance results, call volume patterns, attendance, and attrition to improve performance in support of business objectives.
  • Makes recommendations for revised policies and practices based on the needs of the business and ensures execution.
  • Must be able to consider multiple factors and simplify complex factors in order to effectively communicate and drive improvements in performance.

Requirements:

  • Full English Professional Proficiency.
  • College preferred with degrees related to business management, mathematics, or call center principles.
  • 1-3 years WFM Experience.
  • Detailed Comprehension and Domain of call center environment.
  • Extensive Experience with Nice IEX, Total View WFM, Avaya CMS, or any other WFM tool needed.
  • Process management, project administration.
  • Advanced Excel skills.

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