Workforce Manager

CDMX

Modality: Modality: Presencial

Mon to Fri at 9:00 to 19:00 h

Overview

Responsible of creating interaction's forecast and work schedules for the agents managing all available resources to meet client´s service levels and seeking employee satisfaction.

Key Responsibilities

Planning:

Determine and implement all procedures required for forecast for all assigned programs.

Identify and solve opportunity areas related to the execution of intraday staffing projections to satisfy Client´ needs and expectations on a win-win basis.

Analysis:

Evaluate and ensure proper adjustment of budgets and forecasts for assigned programs.

Analyze and identify challenges which provide impact on assigned program's related forecast Using Lean Six Sigma [LSS].

Validate agents' WH in IEX (or other WFM Software) with CCMS or any other DB Tool.

Compare and analyze forecast with real data Using Lean Six Sigma [LSS].

Read and analyze the current Job Descriptions, SOPs, Work Instructions and BASICs at least once a year.

Implementation:

Generate weekly reports with agents' schedules visibility (in Excel and Word) Using Lean Six Sigma [LSS].

Publish agents' schedules according to the dates defined by the company.

IEX, and E-WFM (or other WFM Software) maintenance processes to create agents' schedules.

Create and assign Tour Groups and Tour Templates in IEX (or other WFM Software).

Validate SL Staffing Forecast and F&S Forecast.

Optimize the use of the LOBs workstations.

Schedule Off-Phone activities in agents' schedules according to client or internal departments (Quality, Training, and Human Capital) needs.

Follow up:

Maintain knowledge and utilize present market trends via IMS/DDD data to formulate another forecast.

Coordinate with other departments' Management Team to recommend flexible forecast.

Gather the necessary information from clients and internal departments to create forecasts of NCO, NCH, AHT, and Required FTEs, Abandon %, Service Level %, and Occupancy %.

Education and specific training

- Bachelor's degree student or above

- Preference of bachelor: Administration, Science or Technology related

- Mexico Nearshore market: English proficiency level advanced (Written and spoken)

Work Experience

- 6 Months contact center experience.

- Exact sciences related degree or current studies.

Technical skills

- Intermediate Excel Knowledge

- Intermediate Statistical Knowledge

- Computer Skills

- Customer Experience oriented

- Intermediate English Written and Spoken

- Mathematics

- Sales business presentation and collaboration

- Knowledge of the COPC and Lean Six Sigma methodology.

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At Teleperformance?we celebrate and value diversity