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Associate III, Workforce Administration

Monterrey, NLE, MX, 64000

Description: 

Are you looking for a promising career workforce management with opportunity for rapid growth? We have an immediate opening to support our WFM team in Monterrey, MX. Don't miss out on this great opportunity to advance your career with a global BPO company!

 

ESSENTIAL FUNCTIONS

  • Partner with various business units, QA and training to schedule the necessary training, and associate coaching to ensure the company’s commitment towards quality.
  • To review the current processes of scheduling and staffing and uncover the potential opportunities of improved efficiency, that includes schedule rotation, operation hours and staffing of agents for each individual facility.
  • To use Aspect eWFM Schedule Software, weekly staffing creation for all business and appropriate type of contacts (calls, faxes, emails, chat).
  • To utilize the required staffing and call center schedules for determining required headcount needed to support operational commitments.
  • To ensure that the entries are accurate and consistent and use of eWFM Segmentation and maintaining consistent and accurate shrinkage reports.
  • Monitor and plan for events or trends that may impact staff levels and recommend solution to Workforce Manager to ensure coverage.

 

REQUIRED EDUCATION AND EXPERIENCE

  • Minimum High School Diploma
  • 2+ years of call center experience with 1 year focused on workforce management
  • Strong English communication skills
  • Advanced computer & analytical skills
  • Demonstrate analytical skills in a previous call center role
  • Knowledge of CMS (Call Center Reporting System)
  • Should have strong skills in communication should be accustomed with fast and changing needs

 

PERKS & BENEFITS

  • Salary Range: $ 150,000 MX  (based on experience)
  • Stable Full-Time Employment & Bonus/Incentive Pay
  • Insurance & Other Company Benefits
  • Fun, Healthy Work Environment

Associate III, Workforce Administration