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Workforce Management Specialist

hace 2 semanas

Tijuana, México HYUMAN A tiempo completo

**Duties/Responsibilities**:

- Accurately create and manage effective schedules for agents and staff.
- Coordinate the scheduling of business-related activities such as training, meetings, and overtime.
- Monitor activity, queue volumes and call center metrics for all channels, and recommend daily staffing adjustments for all channels to meet service level agreements.
- Assist with the forecasting, tracking, monitoring, and reporting the daily/monthly contact center statistics.
- Coordinate with contact center leadership to identify opportunities for service improvements and business optimization.
- Establish and maintain effective working relationships with cross functional stakeholders.
- Leverages reports and dashboards on historical data and forecasting results from applicable systems.
- Analyze and develop weekly recommendations for scheduling and staffing requirements.

**Required Skills/Abilities**:

- Ability to work independently with efficient time management skills, adapt to changing priorities, meet deadlines and work well under pressure.
- Analytical and problem-solving skills, with the ability to define problems, collect data, establish facts and make data supported decisions.
- Be an individual contributor with the ability to manage multiple systems and projects simultaneously in a fast-paced environment.
- Excellent verbal and written communication skills.
- Excellent organizational skills and attention to detail.
- Excellent time management skills with a proven ability to meet deadlines.
- Strong analytical and problem-solving skills.
- Ability to function well in a high-paced and at times stressful environment.
- Proficient with Microsoft Office Suite or related software.
- Bi-lingual with exceptional English language and writing skills.

**Education and Experience**:

- Bachelor's degree in business, mathematics or equivalent education and experience.
- Two or more years of successful forecasting and planning experience, with strong talent management and/or operations background, preferably in a high-demand production environment.

Tipo de puesto: Tiempo completo

Salario: $1.00 - $2.00 al mes

Experiência:

- Workforce: 2 años (Obligatorio)

Idioma:

- Inglés (Obligatorio)

Lugar de trabajo: Empleo presencial