Overview:
*level*: professional
*recruiter*: manuel garcia
*manager*: maria esperanza cruz
professional americas engagement center infrastructure will be responsible of ensuring that all physical and digital infrastructure required to properly run the engagement center operation (on-site and wfh) is properly defined, built, procured, administered, and/or maintained, acting as a liaison between americas engagement center operations and key partners such as gbs management, facilities & security, gts, procurement, among others, ensuring control & efficiency in resource administration and avoiding impacts in the day-to-day operations by anticipating potential scenarios that could affect our capability to deliver.
job qualifications:
qualifications:
position skills
management, finance, or similar.
- customer service orientation
- *leadership*:
- *ability to influence people*:
- *negotiation*:
- team player & collaborative
- ability to use ms office (word, excel, outlook, internet, etc.) & sharepoint design
- basic / moderate project management skills
- basic / moderate understanding of rpa & data analytics
- excellent written & spoken communication skills
- adaptability to changing and dynamic scenarios
- proactive, curios & innovative
- problem-solving & critical thinking skills
- fast learner
- results-orientation
- *ability to effectively manage confidential/highly sensitive information*:
experience
- experience using sharepoint design
education
- * intermediate/advanced in english (b2)*:
- *bachelor's degree in administration, business (in process or completed)*
preferred qualifications
- basic / moderate programming & coding experience (e.g., python, java, c++, etc.).
detailed responsibilities:
1. Physical infrastructure management:
o site layout administration: liaise with facilities to ensure that all americas engagement center teams have an assigned workplace at our herbalife locations in alignment to their needs, including operational areas, offices, meeting rooms, training rooms, storage & lockers areas, etc.
- hardware inventory: coordinate with gts teams to ensure there is sufficient hardware inventory to cover americas engagement center needs in mexico (guadalajara and queretaro), aligned to hc & staffing projections.
- transportation vendors management: administer transportation vendors that render services to americas engagement center as part of wfh program, eom, & others.
- wfh asset management: in cooperation with gts, facilities & security partners, manage the assets procured to perform work from home within americas engagement center operations, such as hardware (desktops, peripherals, etc.) and furniture (chairs, desks, etc.) keeping a detailed track of assigned assets to each employee and team, ensuring suitability to operational needs and proper assets usage and return to herbalife once employees no longer work from home.
2. Business contingency strategy:
o business contingency plan (bcp): responsible of coordinating americas engagement center leadership to define, document & maintain our business contingency plan, enabling our operations to respond after any crisis severely impacting our capability to deliver.
- wfh model administration: responsible of managing the overall wfh model, including the definition and validation of wfh requirements, audit process, wfh agents & staff roster, wfh issue management, etc.
3. Gts main point of contact (poc), supporting our gts partners to coordinate any initiative (upgrades, maintenances, etc.) across americas engagement center teams