Associate Manager

hace 1 semana

Monterrey, México Sutherland A tiempo completo

Sutherland is seeking an attentive and goal-oriented person to join us as an Associate Manager - Workforce Analytics (RTA). We are a group of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you

**Associate Managers in this role get to**:

- **Be the expert**:Monitor queues in real-time to identify and call out any risks to meeting contractual KPIs like Service Level/ Abandonment % / Line Adherence / Handling Capacity/ SIR. Monitor service level performance at interval level against planned AHT, Aux & Shrinkage and correlate with non-adherence at Consultant level
- **Extend support**:Make real-time call outs on performance and staffing level to floor supervisors for appropriate action on non-adhering Consultants. Coordinate offline activities. Prepare EOD performance analysis reports
- **Strengthen relationships**: Follow up and ensures callouts on non-adherence are corrected to make improvements in productivity performance to drive optimized service level and utilization delivery. Partner with Ops MOD and keeps them informed through callouts on consultant level deviations and KPIs
- **Set the Path to Success**: Setting the KRA targets for the team while delivering the client KPI metrics. Be pro-active in developing trust and professional rapport with employees and team members; work as a team-player and a team leader
- At least two years of work experience as an RTA
- Good knowledge of MS-Excel
- Good understanding of call center KPIs: AHT, Service Level
- Good verbal and written communication skills
- High School Diploma/GED (±11 years)
- Flexibility to work in a 24/7 environment, including but not limiting to GY shifts, weekends, holidays and overtime as necessary
- People management skills and experience
- Demonstrated leadership skills; be able to take the lead in making improvements and resolving issues
- Ability to be pro-active in developing trust and professional rapport with employees and team members; work as a team-player and a team leader
- Ability to efficiently manage time and keep track of multiple schedules, meetings, and initiatives

  • Associate Manager, Customer Support

    hace 4 semanas

    Monterrey, México Transplace A tiempo completo

    Uber Freight is looking for experienced customer service professionals with a background in Transportation \Management, supply chain and/ or logistics. This associate manager leads a team of customer support and logistics specialists for the Canada Transportation Management Team.Essential functions and tasks- Supervise day-to-day activities of team members-...

  • Associate Manager, Customer Support

    hace 2 días

    Monterrey, México Transplace A tiempo completo

    Uber Freight is looking for experienced customer service professionals with a background in Transportation \Management, supply chain and/ or logistics. This associate manager leads a team of customer support and logistics specialists for the Canada Transportation Management Team. Essential functions and tasks - Supervise day-to-day activities of team...

  • Associate Manager, Customer Support

    hace 3 semanas

    Monterrey, México Uber Freight A tiempo completo

    Uber Freight is looking for experienced customer service professionals with a background in Transportation \Management, supply chain and/ or logistics. This associate manager leads a team of customer support and logistics specialists for the Canada Transportation Management Team.Essential functions and tasks- Supervise day-to-day activities of team members-...

  • Associate Manager

    hace 2 semanas

    Monterrey, México Sutherland A tiempo completo

    Sutherland is seeking an attentive and goal-oriented person to join us as a Associate Manager - Workforce Scheduling. We are a group of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!**Associate Managers in this role get...

  • Associate Manager

    hace 3 semanas

    Monterrey, México Sutherland A tiempo completo

    Sutherland is seeking an attentive and analytical, accountable, dynamic & people's person to join us as an Associate Manager - Service delivery to be responsible for overseeing the customer deliverables, process maintenance & improvement, and people management as a part of service delivery.We are a group of dynamic and driven individuals.If you are looking...

  • Associate Manager

    hace 1 semana

    Monterrey, México Sutherland A tiempo completo

    Sutherland is seeking an analytical and attentive person to join us as a Training Associate Manager. We are a group of forward-thinking and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you! **Associate Managers in this role get...

  • Associate Manager, Customer Support

    hace 4 días

    Monterrey, México Transplace de Mexico Global A tiempo completo

    Uber Freight is looking for experienced customer service professionals with a background in Transportation \Management, supply chain and/ or logistics. This associate manager leads a team of customer support and logistics specialists for the Canada Transportation Management Team. Essential functions and tasks - Supervise day-to-day activities of team...

  • Associate Project Manager

    hace 3 semanas

    Monterrey, México Hunter Douglas A tiempo completo

    Description Hunter Douglas is the world's leading manufacturer of window coverings and a major manufacturer of architectural products.We are a brand that you know and trust.With more than 100 years of innovation, we've defined our industry with proprietary products that deliver revolutionary style and functionality and can be found in millions of homes and...

  • Associate Manager

    hace 3 semanas

    Monterrey, México Uber Freight A tiempo completo

    We are seeking a highly motivated Associate Manager on second shift in our Monterrey Center of Excellence.As the Associate Manager, you will be responsible for ensuring the overall success of your team, as well as the individual performance and development of each team member.Your primary focus will be on successfully maintaining service level agreements for...

  • Associate Project Manager

    hace 2 semanas

    Monterrey, Nuevo León, México Hunter Douglas A tiempo completo

    One of the pillars of our North American division is spread across four different sites in Mexico where a blend of manufacturing and fabrication occurs. At each location we pride ourselves on exemplary safety and employee-first standards, as we pioneer production processes to be best in class. It is our focus on quality and growth that makes us an employer...