Workforce Specialist

hace 7 días

Tijuana, México Seguros Confie A tiempo completo

**Job Information**:
Department Name
- BPO

Job Type
- Full time

Service Now Ticket
- INC1174101

Industry
- Communications

Modality
- Hybrid

Assigned Recruiter Contact

Date Opened
- 02/24/2025

City
- Tijuana

State/Province
- Baja California

Country
- Mexico

Zip/Postal Code
- 22010

This position plays a crucial role in our service levels and customer experience. The individual will analyze historical patterns of work arrival and make adjustments to ensure that our staff is scheduled at optimal times. Current Real-Time Analysts interested in advancement are strongly encouraged to apply.

Responsibilities and Functions
- The WFM Planner/Scheduler analyzes large datasets to identify trends and forecast call volumes, optimizing workforce allocation.
- Planners predict call volumes and staffing needs to meet customer service levels without over staffing.
- Adjusting workforce schedules to align with demand ensures optimal staffing, directly impacting efficiency and customer satisfaction.
- Compiling and distributing reports on production hours, daily performance, and forecast analyses, with ad-hoc reporting available upon request.

**Requirements**:

- High school degree
- Basic English level
- Specialized knowledge: previous WFM experience desired.
- Computer knowledge: Word, Excel, PowerPoint, Tress, Tableau
- Attention to detail
- Organized
- Adaptation to change

**Benefits**:

- Competitive weekly salary
- Excellent location (Zona Río, Tijuana)
- Legal benefits
- Christmas bonus
- Savings fund
- Profit sharing (PTU)
- Vacation days
- Vacation premium
- Extra paid days off
- Private medical insurance and preventative care
- Friendly work environment
- Financing and discounts at local restaurants and coffee shops
- Growth opportunities

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