Work Force Admin Process Specialist
San José
hace 2 días

Job Description

Work Force Admin Process Specialist Costa Rica

In this role, a Work Force Admin is expected to monitor employee productivity and increase utilization. The job expects to analyze the volume patterns, plan staffing, scheduling, and making adjustment in real time in order to avoid customer impact.

The objective is to ensure that right number of people are available at the right time to manage customer contacts.

Location for this position is Costa Rica.


  • High School Diploma or GED Equivalent
  • At least 2 years of experience in call center / technical support sector working on data or voice processing
  • Advance level in English language C1 minimum
  • Must have :

  • Minimum 2 or more years of workforce management experience in a contact center / call center.
  • Experience with workforce scheduling, attendance management, and telephony software and reporting tools
  • Proven ability to excel in a high-volume, high-stress, and frequently changing environment
  • Excellent math, analytical and problem-solving skills
  • Advanced level MS Excel skills
  • Proven ability to build and maintain relationships, as well as, collaborate effectively with Care Center Leadership
  • Highly team-focused professional with strong work ethic and accountability
  • Extensive experience with data entry
  • Desired Skill :

  • L1 / L2 Technical helpdesk
  • Additional competencies :

    Analytical Mindset Ability to work with a large number of details and data; Ability to analyze data to identify trends and opportunities to improve organizational performance.

    Time Management Ability to analyze workload, assign priorities and maintain focus on tasks at hand in order to efficiently get work done.

    Attention to Detail Ability to process detailed information effectively, consistently and quickly; Ability to catch and fix minor errors quickly.

    Excellent Written and Verbal Communication Ability to provide clear, concise information in writing, via phone or in-person

    Technologically Savvy Ability to type quickly and accurately; navigate computer software and programs

    Working Independently Ability to perform tasks, take action and complete projects without any assistance or help from others

    Note : Applicants for employment in the U.S. must possess work authorization which does not require sponsorship by the employer for a visa (H1B or otherwise).

    The job entails sitting as well as working at a computer for extended periods of time. Should be able to communicate by telephone, email or face to face.

    About Us

    Infosys BPM, the business process management subsidiary of Infosys (NYSE : INFY), provides end-to-end transformative services for its clients across the globe.

    The company’s integrated IT and BPM solutions approach enables it to unlock business value across industries and service lines, and address business challenges for its clients.

    Utilizing innovative business excellence frameworks, ongoing productivity improvements, process reengineering, automation, and cutting-edge technology platforms, Infosys BPM enables its clients to achieve their cost reduction objectives, improve process efficiencies, enhance effectiveness, and deliver superior customer experience.

    Infosys BPM has 32 delivery centers in 16 countries spread across 6 continents, with more than 38000 employees from over 80 nationalities, as of Nov 2019.

    The company has been consistently ranked among the leading BPM companies globally and has received over 60 awards and recognitions in the last 5 years, from key industry bodies and associations like the Outsourcing Center, SSON, and GSA, among others.

    Infosys BPM also has very robust people practices, as substantiated by the various HR-specific awards it has won over the years.

    The company has consistently been ranked among the top employers of choice, on the basis of its industry leading HR best practices.

    The company’s senior leaders contribute widely to industry forums as BPM strategists.

    EOE / Minority / Female / Veteran / Disabled

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