Overviewresponsible for creating interaction's forecast and work schedules for the agents, managing all available resources to meet the client ´s service levels and seeking employee satisfaction.key responsibilitiesplanning:determine and implement all procedures required for forecasting for all assigned programs.identify and solve opportunity areas related to the execution of intraday staffing projections to satisfy the client ´s needs and expectations on a win-win basis.analysis:evaluate and ensure proper adjustment of budgets and forecasts for assigned programs.analyse and identify challenges which provide an impact on the assigned program's related forecast using lean six sigma ( lss ).validate agents' wh in iex (or other wfm software) with ccms or any other db tool.compare and analyse the forecast with real data using lean six sigma (lss).read and analyse the current job descriptions, sops, work instructions and basics at least once a year.implementation:generate weekly reports with agents' schedules visibility (in excel and word) using lean six sigmapublish agents' schedules according to the dates defined by the company.iex and e-wfm (or other wfm software) maintenance processes to create agents' schedules.create and assign tour groups and tour templates in iex (or other wfm software).validate the sl staffing forecast and the f&s forecast.optimise the use of the lob's workstations.schedule off-phone activities in agents' schedules according to client or internal departments (quality, training, and human capital) needs.follow up:maintain knowledge and utilise present market trends via ims/ddd data to formulate another forecast.coordinate with other departments' management team to recommend a flexible forecast.gather the necessary information from clients and internal departments to create forecasts of nco, nch, aht, and required ftes, abandon %, service level %, and occupancy %.education and specific trainingbachelor's degree in administration, science or technology, xact sciences-related (preferred)english proficiency level advanced (written and spoken)work experience6 months of contact center experience (is a plus)technical skillsintermediate excel knowledgeintermediate statistical knowledgecomputer skillscustomer experience orientedmathematicssales, business presentation, and collaborationknowledge of the copc and lean six sigma methodology.this is a brick-and-mortar job in our coyoacan officeat tp, méxico, consistent with our diversity and inclusion policy, we guarantee that our talent attraction process is free of discrimination based on conditions such as biological sex, sexual orientation, gender identity and expression, ethnic origin, nationality, age, civil status, social condition, health status, religious beliefs, political doctrine, disability or any other protected by law, will not be an adverse reason to advance your career with us and if you decide to share this information it will be treated confidentially.at tp, we celebrate and value diversity