Workforce Management Supervisor

hace 7 días

Desde casa, México NTT DATA Services A tiempo completo

**Responsibilities**:

- Provides direct supervision to a team of Workforce Management team members owning Contact Centre Forecasting, Headcount planning, scheduling, reporting, and real-time monitoring.
- Sets and communicates clear expectations for work outcomes and manages performance.
- Effective planning to ensure the SLAs of all Clients are met each month.
- Provide timely inputs to Leadership on performance issues, and recommendations to improve performance.
- Identify opportunities and provide consultancy inputs to Operations Leaders related to Workforce Management functions.
- Driving projects to improve productivity by analyzing historical performance data to identify trends (associate behaviour, call volume, activities, etc.).
- Producing dashboards and presentations for senior leadership covering received volume, team performance, schedule adherence, handle times, and additional KPIs.
- Assist the team in the day-to-day execution of plans.
- Remotely work with team members in other locations.
- Work with the Sales teams to gather due diligence information about new/existing Clients.
- Handle escalations and account management to quickly resolve difficult issues.
- Determines the type of headcount (part-time, full-time) and site location to align with open scaling goals.

**Requirements**:

- **Fully biligual (English-Spansih)**:

- **Official university degree**:

- **Live in one of the following cities in Mexico and be a Mexican citizen**

CDMX, Monterrey, Saltillo, Torreon, Cancún, Ciudad Juarez, Chihuahua, Tijuana, San Luis Potosi, Mexicali, Hermosillo, Morelia, Obregon, Veracruz, Coatzacualcos, Guasave, Ensenada, Campeche, Aguascalientes, Querétaro, Guanajuato y Puebla

*In case you are in Guadalajara, you would have to work HIBRATE*
- At least 5 years in a leadership position
- Typically requires 6-8 years of relevant experience.
- 3 to 4 years of experience in a high-volume call centre where you had to adapt to changing priorities on short notice and interact with a diverse workgroup in a supervisory role.
- 3 to 4 years in a role that required analytical skills including a thorough understanding of how to interpret business needs and translate them into scorecards/dashboards.
- 3 to 4 years of experience using advanced MS Excel that includes updating and creating spreadsheets, macros, formulas, advanced charting, graphics & pivot tables.
- Experience in working on Workforce Management Tools like Verint, Aspect & Calabrio.
- **Must be available to work any shift (24x7).**:

- Excellent influencing and communication skills.
- Excellent client service skills and leadership capabilities.
- Excellent analytical and problem-solving skills.
- Strong budgeting, business financial and P&L skills.

**Salary**: $25,000.00 per month

Application Question(s):

- Do you live in one of the following cities:
CDMX, Monterrey, Saltillo, Torreon, Cancún, Ciudad Juarez, Chihuahua, Tijuana, San Luis Potosi, Mexicali, Hermosillo, Morelia, Obregon, Veracruz, Coatzacualcos, Guasave, Ensenada, Campeche, Aguascalientes, Querétaro, Guanajuato, Guadalajara y Puebla
- How many years of experience do you have working in leadership positions in call centers?
- Do you have and advanced English level?
- How many years of experience do you have working with VERINT, ASPECT, CALABRIO or similar tools?
- How many years have you worked in WORKFORCE MANAGMENT?

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