Workforce Optimization and Strategic Planning Expert
hace 2 meses
We are seeking a highly skilled Workforce Management Planner to join our team in Mexico City. As a key member of our workforce optimization and strategic planning team, you will play a critical role in helping us deliver exceptional customer experiences through effective scheduling and staffing methodologies.
**Job Summary:**
This role will be responsible for generating short-term forecasting to develop weekly staffing schedules, conducting root cause analysis of forecast and staffing variations, and providing actionable recommendations for process improvements. Additionally, the successful candidate will perform 'what-if' scenarios to facilitate optimal staffing levels or support adjustments to work flows, monitor service levels of workloads for appropriate escalation and awareness, and work with leadership to define requirements and produce trending reporting as it relates to queue performance.
**Responsibilities:**
Analytical:
- Generate short-term forecasting to develop weekly staffing schedules
- Conduct root cause analysis of forecast and staffing variations and provide actionable recommendations for process improvements
- Perform 'what-if' scenarios to facilitate optimal staffing levels or support adjustments to work flows
- Monitor service levels of workloads for appropriate escalation and awareness
- Work with leadership to define requirements and produce trending reporting as it relates to queue performance
Leadership:
- Assist with identifying workforce management tool parameters, implement and maintain system configuration
- Participate in development and implementation of training material to both advocates and leadership
- Provide support and training to the leadership team on necessary reporting and trend analysis
- Ability to clearly communicate with leadership on multiple levels
- Participate in strategic planning initiatives while maintaining a high level of confidentiality
**Desired Qualifications:**
Solid skills with Google Docs and/or Excel, demonstrated ability to analyze data and/or business processes, empathy, compassion, and a desire to ensure that our customers receive the proper treatment, ability to balance competing priorities, prioritize tasks effectively, and drive conversations with senior leadership in support of the overall Advocacy goals.
**Estimated Salary:** $65,000 - $80,000 per year, depending on experience. We offer a competitive salary and benefits package, including health insurance, retirement savings plan, paid time off, and opportunities for professional growth and development.
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