20 publicaciones de empleo destacadas en workforce (¡Están contratando!)

Specialist Operational Workforce Management
InterContinental Hotels Group —Benito Juárez, CDMX
- Incluye días feriados
- Home Office (Desde casa)
- Administración de personal
- Servicio al cliente
- Bachillerato
12d
Docente Virtual de Atención y Servicio al Cliente
Aprende Institute —Ciudad de México, CDMX
- Todos los fines de semana
- Servicio al cliente
- Habilidades de comunicación
- Experiencia en enseñanza
Postulación rápida
Recruiter (IBM Maximo Specialization) Part -Time
MaxAccelerate —Ciudad de México, CDMX
- Medio tiempo
- Home Office (Desde casa)
- Salesforce
- ERP systems
- Inglés
Postulación rápida
Customer Engagement Coordinator Center of Excellence – Mexico
Eli Lilly —Ciudad de México, CDMX
- Tiempo completo
- Bilingüe
- Administración de personal
- Análisis de datos
Jefe de Servicio al Cliente
GEPP —Tlalnepantla, Méx.
- $33,000 a $36,000 por mes
- Aplicaciones en linea
- Microsoft Excel
- Mercadotecnia
- Servicio al cliente
- Descuento de empleados
- Seguro de vida
Postulación rápida
11d
LOPOP Support Representative
DoorDash —Ciudad de México, CDMX
- Incluye fines de semana
- Microsoft Excel
- Experiencia en ventas
- Inglés
- Permiso de maternidad y paternidad
Operations Assistant
Community Sports Partners —Ciudad de México, CDMX
- Home Office (Desde casa)
- Disponible para viajar
Postulación rápida
Analista de Workforce Management (WFM)
Konecta México —Naucalpan, Méx.
- $23,000 por mes
- Incluye fines de semana
- Microsoft Excel
- Informática
- Microsoft Office
- Seguro de vida
Postulación rápida
10d
Principal Analyst Workforce & Service Performance
Zendesk —Ciudad de México, CDMX
- Tiempo completo
- Microsoft Excel
- Administración de personal
- PMP
International Verification Researcher
HireRight —Ciudad de México, CDMX
- Tiempo completo
- Bilingüe
- Inglés
- Bachillerato
- Programa de referidos
12d
Analista Workforce Management Bilingüe Call Center
Konecta México —Naucalpan, Méx.
- $23,000 por mes
- Tiempo completo
- Bilingüe
- Microsoft Excel
- Informática
- Seguro de vida
Postulación rápida
9d
Analista WFM (B2–C1 Inglés) — Operación de Contact Center
Konecta México —Miguel Hidalgo, CDMX
- $23,000 por mes
- Incluye fines de semana
- Microsoft Excel
- Informática
- Inglés
- Seguro de vida
Postulación rápida
9d
Manager, Learning Management Systems
Warner Bros. Discovery —Ciudad de México, CDMX
- Administración de personal
- Licenciatura
- Mejora continua
Executive Program Manager, Founder/CEO Initiatives - Mexico
Jumpcloud —Ciudad de México, CDMX
- Tiempo completo
- Home Office (Desde casa)
- Inglés
Workforce Systems Specialist – Time & Attendance
Celanese International Corporation —Ciudad de México, CDMX
- Tiempo completo
- Administración de personal
- Licenciatura
Service Support Specialist Jr
Ericsson —Querétaro, Qro.
- Microsoft Excel
- Servicio al cliente
- Mantenimiento
Tenders, Sales Support, Regulatory Affairs and Compliance Coordinator
Radiometer —Ciudad de México, CDMX
- Tiempo completo
- Microsoft Word
- Microsoft Excel
- Microsoft Outlook
- Seguro dental
- Vacaciones adicionales o permisos con goce de sueldo
Workforce Analyst
TELI —Zona Urbana Río Tijuana, B.C.
- Desde $5,000 por semana
- Horas extra
- Microsoft Excel
- Experiencia en bases de datos
- SQL
Postulación rápida
13d
Especialista de Producción (Supervisor/a de Producción)
Clariant —Puebla, Pue.
- Turno rotativo
- Administración de personal
- Ingeniería
- Inglés
- Descuento de gimnasio
- Seguro de vida
Drive the Future - Trading - Currencies And Emerging Markets (Part-Time)
JPMorganChase —Colonia Lomas de Chapultepec, CDMX
- Medio tiempo
- Inglés
- Python

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Specialist Operational Workforce Management

InterContinental Hotels Group -
Benito Juárez, CDMX

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Información del empleo

Hace 12 días

Cualificaciones

Administración de personal
Servicio al cliente
Centro de llamadas
Bachillerato
Capacidad analítica
Requisitos comerciales
Negocios

Descripción completa del empleo

Role Purpose

A WFM professional that provides Operational WFM analytical support and consultative guidance around established WFM processes and procedures. Enabling and educating the Operational Teams on the proper use of established WFM policies and procedures to assist in leading the Operational Teams to optimize costs, revenue delivery, and guest experience. Providing Operational support in three key areas: 1. Real Time Management, 2. Customer Service, and 3. Business support to ensure the business achieves Key Performance Objectives and established targets. Empowered to make business decisions using the tools, insights, and resources available, enabling the Operational teams to deliver on Operational Key Performance Objectives. Ensuring all WFM processes and procedures are following the IHG business, local regulatory, and audit requirements while working within the established customer service and service level agreements.

Key Accountabilities

Real Time Call Performance Monitoring - Monitor agent and queue performance to ensure adherence to all applicable KPOs and targets. Managing agent schedule adherence and tracking same day exception codes. Communicating to operational teams any non-adherent schedule occurrences along consulting with Operations when KPOs or targets are not being achieved.
Customer Service - Maintain a consistent, high quality customer-focused orientation. Listen to and communicate with customers to obtain all required information necessary to determine and address their specific needs. Respond to individuals in the manner and time-frame promised or follow-up to explain status. Provide clear, accurate information. Explain procedures and materials, providing necessary training around Workforce Management processes and systems. Anticipate and resolve problems or questions; if service cannot be provided, explain and educate business need.
Business Continuity - Serve as the contact center hub for the Reservations Operations and Customer Care operations, providing triage, escalation, and communication support for emergencies and system outages
Business Support - Reporting and Analytics as necessary for WFM reporting or metrics including charts, presentation data, or logs, researching root cause analysis and reasons "why" KPOs or targets were not achieved. Collaboration with the Operational Teams, Global Workforce, Global Planning, and any other functional support group to align service level objectives, answer inquiries within service level agreements, and any ad-hoc data as requested. Communicate, answer, and process all WFM inquiries from internal and external contacts in a timely manner.
Staff Schedules - Completion of staff schedules in an efficient, accurate, and timely manner. Liaising directly with the Global Workforce Management on any outstanding staffing or scheduling issues. Posting Extra Hours or AWOP availability to ensure alignment between staffing and business requirements. Preparing and providing accurate schedule management and methodology ensuring everything is conducted and completed in accordance with WFM scheduling calendars. Distribute Schedules to employees upon final completion.
Payroll - Reporting accurately on all Schedule Exceptions and provide correct details (hours worked) to Payroll Department for further processing.
Ability to cover WFM or Center hours of operation, including holidays
Any additional duties or projects as assigned within the scope of the WFM Team
Basic troubleshooting to accommodate for work from home agents with technical issues.

Key Skills & Experiences

Education

High School diploma or Associate Degree in Business Administration or an equivalent combination of education and work-related experience.

Experience

1 to 3 years of business experience in Call Center and/or workforce management environment systems, terminology and processes. Genesys or WFM System experience preferred

Technical Skills and Knowledge

Excellent team working skills.
Strong verbal and written communication and customer service skills with internal/external customers, supervisors, peers and management for the purpose of obtaining and conveying information, as well as producing reports and internal memorandums.
Demonstrated computer skills with an emphasis in spreadsheet and document creation.
Demonstrated knowledge or ability to learn workforce management system used to schedule and track call center agent activities.
Basic analysis skills and experience with problem solving - Ability to identify a problem, analyze the issues, trending, and be able to make a sound business decision.
Maintain a high level of knowledge pertaining to policy and procedure and communicate knowledge effectively to all personnel when applicable.
Basic trouble shooting knowledge to help WFH agents.

Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.

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