Overview:
*reruiter*: manuel garcia
*manager*: monica estrada
*level*: staff iii
* statement*:
*detailed responsibilities*:
1. Daily agent attendance report
2. Real time monitoring of service queues & channels
3. Actual vs forecast volume monitoring
4. Real time staff adjustments for hc resource optimization
5. Outbound execution scheduling
6. Agent off activity phone planning & scheduling (qa feedbacks, team meetings, etc)
7. Agent time off management (vacation, unpaid time off, etc)
8. Management & maintenance of operation monitoring tools (ucc admin, rtr; mentor)
9. Engagement center performance results presentations(kpis include staffing levels, service level, abandonment, average handle time, etc.)
10. Agentperformance results presentation (kpis include absenteeism, adherence, calls handled, average handle time, etc.)
Job qualifications:
*required qualifications*:
*skills*:
- data analysis & interpretation
- intermediate excel
- understanding of basic workload distribution
- objective oriented
- attention to detail
- organization
- proactivity
- decision making
- excellent verbal, written and simplify communication
- ability to effectively manage confidential/highly sensitive information
- execute action plans effectively according to frame time.
- capacity for workload and coverage in the short, medium and long term (time management)
a. Assign activities considering availability of team members
b. Reaction capacity and change adaptability, time management (meeting deadlines)
c. Design productive cycles aligned to the training/evaluation methodology
d. Simultaneous projects (several projects at the same time)
- basic knowledge of call center(terminology, concepts, metrics, knowledge/definition of call center metrics.
*languages*:
- english b1-b2
- advanced spanishexperience:
*required*:
- data analysis & review
- key performance indicator follow up
- 1 year in a similar position
- 2 years’ experience in team management.(external)
- experience as team lead, floor support, month-end support and special projects (6 months)(internal)
- ensure learning academy kpis meet expected goals based on business needs.
- general knowledge of learning methodologies and training evaluation, tests, and content management.
*education*:
- bachelor’s degree in a number oriented major (business administration, economy, logistics, math, statistics,or any engineering degree)-in progress or completed