Workforce Management Scheduler

hace 4 semanas


Monterrey, Nuevo León, México Conduent De Mexico S.A. De C.V. A tiempo completo

A través de nuestros asociados, Conduent ofrece servicios y soluciones de misión crítica a empresas de Fortune 100 y más de 500 gobiernos, creando resultados excepcionales para nuestros clientes y los millones de personas que cuentan con ellos. Nuestra empresa se caracteriza por una cultura donde la individualidad se nota y valora todos los días.

**Workforce Management Scheduler**

El Coordinador de Planificación Estratégica es responsable de las tareas centrales de Predicción, Gestión de Capacidad, Gestión de Recursos y supervisión funcional del Proceso de Planificación para uno o más cuentas. El puesto se encuentra jerárquicamente ubicado bajo un Supervisor WFM Shared Production Centre.

Está encargado de entregar el cálculo de la exigencia para todos los flujos de trabajo y proporcionar horarios que se adapten a estas exigencias y todas las directrices aplicables, disponibilidades y regulaciones. Todos estos tareas se realizan de manera que se logre el uso óptimo de los recursos y una ocupación más efectiva del personal.

Áreas clave de tarea y resultado:

Crear un requerimiento neto y bruto para cada uno de los flujos de trabajo basado en la información recopilada de los planes de capacidad, archivos de predicción y otras por la persona coordinadora proporcionada documentación
- Revisar y procesar solicitudes de operaciones para actividades, días libres y excepciones en los horarios, en función de las directrices proporcionadas, capacidad y regulaciones
- Crear horarios de empleado con la herramienta automática WFM utilizada para las cuentas específicas
- Ajustar el resultado del proceso de creación de horarios automático para optimizar los horarios en contra de la exigencia, con el objetivo de minimizar la desviación del horario y la ineficiencia en el horario.
- Controlar si todas las características especiales y solicitudes para el horario se procesan correctamente por el sistema o durante el ajuste del horario, también en función de las leyes laborales y otras directrices o procedimientos estándar
- Completar la Instrucción de Trabajo Estándar para Coordinadores y asegurarse de que el archivo de registro y otras listas de verificación estén completos antes de entregar el horario a la Gestión Intradía de WFM
- Participar activamente y proporcionar sugerencias y soluciones durante la revisión del enfoque del horario
- Crear y mantener puntos de disponibilidad o otras configuraciones para programación flexible o otros métodos de horario
- Mantener y ajustar la configuración del agente en la herramienta WFM utilizada para las cuentas a las que se proporciona un horario
- Realizar todas las funciones principales asignadas

**Requisitos**:

Secundaria, Licenciatura preferida
- Habilidades matemáticas y analíticas
- Proficiencia en inglés
- Experiencia con herramientas MS (palabra, hoja de cálculo, outlook)
- Conocimiento de y/o experiencia con sistemas WFM, preferiblemente NICE IEX 6.4 o In Vision
- Conocimiento elemental del proceso de WFM completo, cálculos específicos, procedimientos, herramientas y terminología



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