Supervisor WFM...

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)

• Requerimientos- Educación mínima : Educación superior - Licenciatura

2 años de experiencia

Idiomas : Inglés

Edad : entre 25 y 50 años

Conocimientos : Microsoft excel

Palabras clave : residente, encargado, supervisor, subgerente, responsable, coordinador, gestor, capitan