1 день назад
Work Force Planning Associate
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Work Force Planning Associate (Workforce Management/Contact Center Operations): Supporting Client Care operations through demand forecasting, workforce planning, service-level monitoring, and operational reporting with an accent on real-time resource management, scheduling, and performance analysis. Focus on adjusting agent skills and schedules, analyzing call volumes, maintaining Genesys WFM data, and coordinating actions across contact center sites to meet service objectives.
Location: Bogota, Colombia; at least 3 days in the office
Company
operates a global payments technology network connecting consumers, merchants, financial institutions, and government entities.
What you will do
- Monitor service levels, abandon rates, agent adherence, auxiliary utilization, dialer pacing, and case creation across business lines and sites.
- Manage schedule exceptions, temporary and permanent schedule changes, agent skills, and agent groups in workforce management systems.
- Support call volume analysis, historical data normalization, demand forecasting, and forecast-versus-actual performance reporting.
- Recommend training, lunch, PTO, overtime, and work schedule adjustments to meet service-level objectives.
- Generate operational, attendance, check-in, forecast, milestone, and ad hoc reports for managers and business departments.
- Coordinate with production managers, Resource Planning Analysts, and Global Customer Care Services sites to implement daily operational improvements.
Requirements
- At least 6 months of work experience or a bachelor's degree.
- Experience monitoring service levels and agent adherence in a contact center environment.
- Experience managing schedules with workforce management systems and supporting call volume analysis and forecasting.
- Experience with scheduling and ACD reporting tools such as Genesys WFM, CC Pulse, Avaya CMS Supervisor, IWD, or IWS.
- Proficiency with Microsoft Office, especially Excel, and the ability to manage multiple time-sensitive service requests independently.
- Ability to work effectively in a team and collaborate with cross-functional stakeholders.
Nice to have
- Two or more years of work experience.
- At least two years of Workforce Management experience, including real-time resource management.
- Experience with data-driven recommendations, staff planning, trend analysis, and cross-functional operations.
Culture & Benefits
- Non-customer-facing role supporting Client Care strategy and operations.
- Work includes collaboration across Global Customer Care Services sites.
- Digital fluency and use of emerging technologies such as Generative AI tools are expected.
- Hybrid work arrangement with a minimum of three office days per week.
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