Main Responsibilities:
Interface with customers in delivering WFM solutions to the customer including improving efficiencies.
Supervise the work carried out by the Resource Planning area, so that the projections and calculations of the human resources and space necessary to meet the existing or future business needs are carried out.
Work in conjunction with the Implementation Department, monitoring the scheduling, supervising the monitoring team in real time, tracking the generation of reports and projects needed to make the business more efficient.
Working in conjunction with Human Resources in topics related to performance evaluation, staff promotions, motivational activities, etc.
Develop and implement strategic actions to ensure a high level of commitment and motivation of all team members with the organization, as well as effective actions to improve the engagement within WFM ensuring that each member of the team to be aware of its responsibilities and the impact of its decisions in short and long term, among others.
Requirements
Minimum 1 year experience interfacing with senior program leadership
Flexibility of Schedules
At least 2 years experience in WFM
Minimum of 2 years in leadership positions
Experience of 1 year in personnel management - Required.
Experience in Global WFM Operations is a plus.
For internal candidates
No active disciplinary processes
Meeting or exceeding all metrics in your current role for the last year.
Skills
Customer Interface.
Leadership.
Orientation to results.
Analysis and decision-making
Planning and organization capacity
Adaptability to change.
Creativity and innovation.
Personnel management
Attention to details.
Knowledge
English - Advanced
Excel Advanced Level - Required
Visual Basic - Desirable
Excel - Advanced
Call Center Operations Knowledge - Advanced
Microsoft Office - Advanced
Knowledge of software and applications such as: Avaya CMS, IEX, BluePumpkin, Cisco, CIC among others - Desirable
Payroll Processes - Desirable
Strategic Planning - Advanced
Excellent verbal and written communication
Studies & Experience
Graduate or student in the careers of: Business Administration, Industrial Engineering, Systems Engineering or related careers - Required.
2 years experience in the Call Center or WFM area preferably at management levels - Desirable
Completed WFM courses - mandatory. (For internal candidates only)
Apply Now