Workforce Planning Associate

hace 2 semanas

Ciudad de México Shopee A tiempo completo

Effective strategic and tactical forecasting to ensure accurate scheduling of resources to meet seasonal workload demand.
- Provision of timely, accurate and relevant reporting to support business processes with a view to review, prioritise, streamline and automate existing operational reporting ensuring the reports that are produced provide high value with mínimal manual effort.
- Follows and reinforces the resources financial plan adjusting staffing efficiently to meet budget.
- High focus on Budgeting by using calculated forecasts to optimize staff deployment and balance workload as labor demands change.
- Lead strategic projects of budgeting and planning to improve efficiencies.
- Manage rosters and data in real time to ensure efficiencies are maintained in real time.
- Monitor workforce management, operational and ACD systems and proactively identify opportunities and assist in the implementation of system enhancements.
- Generates reports & visibility for productivity and efficiency KPI’s such as (Attrition, Adherence, Conformance, AHT, ACW, Hold, Transfers, and transfer time, Productive Hours vs Non Productive hours)
- Responsible for the communication at all levels regarding any event that could impact the staffing plans.
- Accountable for delivering Operations results and achieve monthly budgeting, staffing and service level goals.
- Interacts with partners to provide insight of seasonal events or specific needs to keep track and update the staffing plans.
- Managing on a day-to-day basis (intraday management), in case of unexpected rises in contact volumes or absenteeism.
- Data Driven mindset, improve processes and
- Increase efficiency of operations by recommending necessary changes
- Create and edit the yearly staffing plan based on business needs and seasonal events
- Use Workforce Optimization (WFO) software to improve efficiency
- Forecast staffing needs, taking into account contact volume and headcount requirements.
- Provide updates on efficiency to company leaders.
- Uphold a high standard of customer service through real-time monitoring and other methods.

Requirements & Skills
- Clear strategic thinker: You are able to navigate ambiguous, data-rich environments to define a strategic vision and structure into actionable components for a team.
- Insightful operation: Build deep insights and understanding of the business and product features through project management, stakeholder management and be Data Driven.
- Bachelor’s degree (Business administration, Engineering or Applied Mathematics and Computing preferred)
- +3 year of experience as WFM familiar with scheduling, staffing, and planning in a service platform
- Experience with Workforce Optimization software is a plus
- Computer proficiency
- Organizational and communication skills
- English proficiency 4 (reads, writes, speaks 100% the language)
- Experience working with data analytics tools (Power BI, Tableau, SQL, etc)
- Social & Teamwork skills
- Experience in offline FTE calculation

Tipo de puesto: Tiempo completo

Salario: $30,000.00 - $35,000.00 al mes

Beneficios:

- Programa de referidos
- Seguro de gastos médicos mayores
- Seguro de vida
- Vales de despensa

Pago complementario:

- Bono anual

Tipo de jornada:

- Turno de 8 horas

  • Workforce Strategy

    hace 23 horas

    Ciudad de México Salesforce A tiempo completo

    Job CategoryFinanceJob Details**About Salesforce**We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and...

  • Workforce Specialist

    hace 7 días

    Ciudad de México, Ciudad de México Remotics A tiempo completo $80,000 - $150,000 al año

    is a leading remote driving nearshoring company based in Mexico that provides services to US companies. By leveraging our experience, scalability, and robust infrastructure, we enable our clients to create reliable and cost-effective operations for autonomous delivery robots and remote vehicle platforms. Our infrastructure features redundant connectivity,...

  • Workforce Management Associate

    hace 5 días

    Ciudad de México Shopee A tiempo completo

    DepartmentOperations- LevelExperienced (Individual Contributor)- LocationMexico - Mexico CityThe Operation teams at Shopee covers the operational end-to-end process, from when the buyer searches for a product listed on the Shopee platform, to the moment the buyer receives the products. The team analyses and monitors operational KPIs across the region and...

  • Analyst Workforce Planning

    hace 1 semana

    Ciudad de México American Express A tiempo completo

    You Lead the Way. We’ve Got Your Back. At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we’re supporting our customers’ financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly...

  • Analyst Workforce Planning

    hace 7 días

    Ciudad de México American Express A tiempo completo

    You Lead the Way. We’ve Got Your Back.At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we’re supporting our customers’ financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly...

  • Bookkeeping Associate

    hace 3 semanas

    Ciudad de México Remoto Workforce A tiempo completo

    Bookkeeping Associate Location Remote (Mexico-based candidates supporting U.S. clients) Schedule Monday to Friday Training Schedule: 8:00 AM – 5:00 PM PST / 10:00 AM – 7:00 PM MX Regular Schedule: 9:00 AM – 6:00 PM EST/PST (flexible) Salary & Benefits Direct/Contractor (MXN): $23,000 MXN net + benefits About the Role We're looking for a detail-oriented...

  • Workforce Specialist

    hace 1 semana

    México Remotics.io A tiempo completo

    io is a leading remote driving nearshoring company based in Mexico that provides services to US companies. Our infrastructure features redundant connectivity, electricity supply, top-tier security, and a qualified and certified workforce, ensuring the highest standards of service and quality.. This is a full-time role based in Mexico City, Mexico, with...

  • Workforce Demand Planner, Global Planning

    hace 7 días

    Ciudad de México Lyft A tiempo completo

    At Lyft, our purpose is to serve and connect. We aim to achieve this by cultivating a work environment where all team members belong and have the opportunity to thrive. - Since 2020, Lyft Mexico has been building its team and in May 2022, we opened an office in the heart of Mexico City. We have grown to more than 200 team members across key business areas in...

  • Workforce Management Supervisor

    hace 24 horas

    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...

  • Workforce Specialist

    hace 1 semana

    México Remotics.io A tiempo completo

    Remotics.io is a leading remote driving nearshoring company based in Mexico that provides services to US companies. By leveraging our experience, scalability, and robust infrastructure, we enable our clients to create reliable and cost-effective operations for autonomous delivery robots and remote vehicle platforms. Our infrastructure features redundant...