Workforce Management Supervisor

hace 2 semanas

Ciudad de México Seguros confie A tiempo completo

**Workforce Management Supervisor**

The WFM supervisor is responsible for overseeing the WFM team; responsible for forecasting, planning and real time resource management across all Operations, Sales and Bluefire.

This individual establishes and maintains effective relationships with internal and external customers/partners including but not limited to Operations, Finance, IT and Training. Their primary responsibility is to ensure all SLAs are met.

They will develop and motivate employees through frequent coaching to improve results that support the business and our customers.

**Responsibilities and functions**
- Leads and supervises the Workforce Management team responsible for short
- and long-term workload forecasting and real time asset management (RTA) to proactively fulfill daily operational metrics.
- Secures the fulfillment of KPIs, personnel requirements, and training through the optimization of resources.
- Executes a communication strategy involving business results for the executive team, demonstrating abilities to synthesize quantifiable data.
- Increases staff efficiency through staffing recommendations that support business needs.
- Functions as a liaison between Workforce Management and internal & external clients.
- Associates with operations and training departments to coordinate training required for the business.
- Challenges the status-quo to work towards enhanced processes and results.
- Investigates and identifies potential solutions that may help reduce the number of contacts, reduce costs and increase efficiencies improving customer satisfaction.
- Strong communication and relationship skills
- Ability to learn functional knowledge of all Alvaria functionality and solutions.
- Analytical mind set.
- Ability to manage others to reach desired levels of performance in Operations and WFM team.
- Able to work independently with mínimal supervision.
- Patience to work with business team members to ensure superior experience for business.
- Able to interpret business requirements and balance solution capabilities.
- Strong MS Excel skills.
- Understands data sources within Confie/Alvaria.
- Able to work with Operational Excellence to develop reports.
- Ability to create meaningful reports that deliver desired business outcomes.

**Requirements**:

- Prior Leadership experience desired
- Specific knowledge with Aspect/Alvaria (preferred)
- Advanced English level
- Computer knowledge: Excel, PowerPoint, Tableau, TRESS system, Aspect/Alvaria WFM, Cisco, and Microsoft Office Suite
- Experience: 2-3 years of scheduling experience. Experience with Alvaria WFM would be preferred but not required. Some leadership experience preferred
- Service oriented
- Customer service
- Organized

**Benefits**
- Competitive weekly salary
- Excellent location (Zona Río, Tijuana)
- Legal benefits
- Christmas bonus
- Savings fund
- Profit sharing (PTU)
- Vacation days

Pay: $1.00 per day

Application Question(s):

- ¿Cuentas años de experiência tienes en Workforce Managment para Call Center?

**Experience**:

- Liderazgo: 2 years (required)
- Workforce Management: 2 years (required)

**Language**:

- English (required)

Work Location: Remote

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