Operations Optimization Specialist

hace 1 mes


Xico, México Ttec A tiempo completo
Job Description

We are seeking a talented Operations Optimization Specialist to join our team in Mexico DF. As an integral part of our organization, you will play a key role in monitoring performance, providing insights and recommendations relating to program performance indicators and program metrics.

About the Role

This is a unique opportunity to experience something new each day as you support day-to-day operations, process, and reporting. You will work closely with the Service Delivery Manager to contribute to the success of the business, teams you support and departments you partner with on a consistent basis through your recommendations.

Daily Responsibilities
  • Communicate and partner with workforce management for real-time tagging and corrections.
  • Audit and validate sales results and performance scores.
  • Counsel and support operation leaders with administrative tasks inclusive of attendance, routing, and escalation management.
  • Evaluate and ensure the program has the tools, systems, and support needed to perform their job.
  • Manage sending of reports on daily coaching packages containing sales data report, enrollments, net promote score, quality evaluations, open eligibility requests, and escalations.
Requirements
  • Minimum 1-year experience in a support role.
  • High Analytical skills to identify trends, outliers, and performance behaviors.
  • Ability to process data accurately and put together team statistics.
  • Create detailed documentation.
  • Experience in utilizing Zoom, Microsoft Teams, and Outlook.
  • Resourceful in finding solutions to address on-demand requests.
What We Offer

At Ttec, we value our employees' career and professional development. Our inclusive culture encourages community-minded individuals where giving back is encouraged. We offer a global team of curious lifelong learners guided by our company values, including paid time off (PTO), wellness and healthcare benefits, and tuition reimbursement. Our estimated salary for this position is $60,000 per year, based on market conditions and location.



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