Workforce Planning Support
Align Technology
Belen, Costa Rica
hace 17 horas

About this opportunity

Compiles staffing level requirement forecasting and workplace scheduling in call-center environments. Prepares reports to determine call volume, calling patterns, service trends, and staff productivity.

Tracks vacation schedules, shift change requests, and monitors new-hire, holiday, and seasonal shift needs. Updates and maintains scheduling database with current information.

  • MAIN RESPONSIBILITIES Provides Real Time Monitoring to Operations Units Creates reports of daily activity on demand Works on planned and unplanned portfolio of WFM solutions Provides real time analysis of incoming volume Evaluates Headcount risks In this role, you will SCOPE & COMPLEXITY Advanced knowledge and technical skills;
  • knows how to handle all types of cases Works on assignments requiring considerable judgment and initiative Understands implications of work and makes recommendations for solutions Builds productive internal / external relationships EXPERTISE Completes tasks in resourceful and effective ways Exceeds the requirements of production standard in terms of quantity, quality & customer compliance SUPERVISON Determines methods and procedures on new assignments.

    May be informal team leader LEADERSHIP & CONTRIBUTION Can teach L1 and L2 Technical Support & share experiences with others, with the potential to support Supervisor In this role, you’ll need EDUCATION & EXPERIENCE Requires a Bachelor Degree Engineering or Business Administration.

    1-2 years of related experience LANGUAGES Proficiency in English TECHNICAL SKILLS Requires : Problem solving skills in a fast, busy environment with attention to details and decision-making skills.

    Team player capabilities, strong communication skills, both written and verbal. Proficiency with computers and standard software programs (Excel, Word, outlook, skype, MS Teams) is a plus.

    Ability to coordinate the maintenance of WFM platforms, holding Key Performance Indicator (KPI) reports and dashboards for all Customer care teams.

    Plans, updates and manages the Roster platform including Scheduling function to maximize operational effectiveness, while maintaining internal and external customer satisfaction and quality.

    Time management skills with prioritization capabilities according to urgency of tasks in progress CERTIFICATIONS Requires : Basic excel certification Business Analyst certification

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