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Hace 4 días
Gerente Sr. de WFM (Workforce Management) Contact Center
$55,000 - $58,000 Mensual
Sobre el empleo
Detalles
Contratación:
PermanenteHorario:
Tiempo completoEspacio de trabajo:
PresencialDescripción
Resume
Responsible for providing analytics and business intelligence in the capacity planning process (long term, medium term and real-time), overseeing enterprise scheduling, and providing leadership for WFM in multiple operational sites on the region under his cluster.
Key Responsibilities
Planning:
· Responsible of the WFM Team of the Region under his scope; WFM, Forecasting, Scheduling, command center.
· Produces accurate Long, Medium, and Short-Range Forecasts and reports on anticipated volume and capacity across all product lines.
· Evaluate performance against the established plan monthly with WFM Managers.
· Propagate the Lean Six Sigma methodology [LSS] across all subareas of Workforce.
Analysis:
· Build optimal short and long-term staffing plan for Customer Success by balancing between Customer Experience, Employee Experience, Operational Flexibility, and Cost Effectiveness using [LSS].
Implementation:
· Develops and implements contingency staffing models to mitigate capacity risks and provide capacity levers.
· Collect, consolidate, and analyze operational data, including preparing internal reporting deliverables, analyzing trends & drivers, and explaining forecast vs. actual variances.
· Partner closely with multiple cross-functional teams to understand capacity, headcount, help build optimal long-term staffing plan, location strategy, Operations performance, volumes, arrival patterns, handling times and drivers into the long-term forecast.
· New Client proposals.
Follow up:
· Directs the development of capacity attributes to ensure the use of trended call handling data is applied.
· Coordinates with peer groups, and Managers to identify opportunities for service improvements and cost savings.
· Monitors and takes corrective action on financial and operational results.
· Engages and coordinates leadership team in discussions to identify and implement improvement measures when performance is jeopardized.
Education and specific training
· Bachelor's Degree in computer science, statistics, mathematics, finance, general business, accounting, or a related field.
· Mexico Nearshore market: English proficiency level advanced (Written and spoken)
· Works with Performance Management
Work Experience
· 3+ years of experience with a solid understanding of workforce management concepts in Customer Care/Contact Centre and Back-office environment.
Special certifications
· Lean Six Sigma Yellow belt certified desired.
· English minimum B2 level
Skills
· Ability to focus on performance and results, and to act accordingly.
· Strong leadership and coaching skills.
· Proficiency to organize, host, plan and participate effectively in a meeting and determine plans and (project) goals.
· Proficiency and knowledge of the complete WFM process and advanced knowledge in regard to the area of responsibility.
· Strong convincing and Influencing skills.
· Knowledge of and/or experience with WFM systems, preferably NICE IEX
· Knowledge of the COPC and Lean Six Sigma methodology.
At Teleperformance México,?consistent with our diversity and inclusion policy, we guarantee that our Talent Attraction process is?free of discrimination?based on conditions such as biological sex, sexual orientation, gender identity and expression, ethnic origin, nationality, age, civil status, social condition, health status, religious beliefs, political doctrine, disability or any other protected by law, will not be an adverse reason to advance your career with us and if you decide to share this information it will be treated confidentially.
At Teleperformance?we celebrate and value diversity
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