20 publicaciones de empleo destacadas de analytics specialist en granada, dif (¡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
Senior Tech Specialist
HSBC Global Services Limited —Azcapotzalco, CDMX
- Tiempo completo
- Administración de personal
- Inglés
- Linux
Data Tracking and Analytics Specialist
Onda —Álvaro Obregón, CDMX
- $5 a $15 por hora
- Tiempo completo
Postulación rápida
Search Engine Optimization (SEO) Specialist
Onda —Álvaro Obregón, CDMX
- $5 a $15 por hora
- Tiempo completo
- JavaScript
- HTML
Postulación rápida
Sales Operations Specialist
ERM Group —Ciudad de México, CDMX
- Tiempo completo
- Microsoft Excel
- Administración de personal
- Experiencia en ventas
Underwriter Agriculture P&C Re, Ciudad de México (MexicoState, MX) and Mexico City (MX).
Swiss Re —Ciudad de México, CDMX
- Administración de personal
- Maestría
- Licenciatura
Marketing Operations Specialist
Rockwell Automation —Ciudad de México, CDMX
- Tiempo completo
- Administración de personal
- Salesforce
- Inglés
- Vacaciones adicionales o permisos con goce de sueldo
Lead Tax Technology Specialist
Bosch Group —Ciudad de México, CDMX
- Tiempo completo
- Trabajo híbrido
- Administración de personal
- Informática
- PMP
Postulación rápida
Booking and Dist. Specialist
NBCUniversal —Ciudad de México, CDMX
- Tiempo completo
- Trabajo híbrido
- Microsoft Powerpoint
- Microsoft Excel
- Administración de personal
2d
Data Research Specialist - Incentives
JATO —Ciudad de México, CDMX
- Microsoft Excel
- Inglés
- Microsoft Office
Paid Advertising Specialist
UPS —Ciudad de México, CDMX
- Mercadotecnia
- Inglés
- SQL
8d
Corporate Communications Channels Specialist - Marketing
Signant Health —Ciudad de México, CDMX
- Administración de personal
- Microsoft Office
- Licenciatura
Site Activation Specialist
IQVIA —Ciudad de México, CDMX
- Tiempo completo
- Administración de personal
- Inglés
- Licenciatura
14d
Multinational Specialist
AIG MEXICO SERVICIOS S.A. DE C.V. —Ciudad de México, CDMX
- Correo electrónico
- Microsoft Word
- Microsoft Excel
- Microsoft Outlook
- Seguro de vida
Postulación rápida
11d
Vendor Specialist, Mexico Consumer
Servicios Comerciales Amazon Mexico S. de R.L. de C.V. —Ciudad de México, CDMX
- Tiempo completo
- Microsoft Excel
- Administración de personal
- Experiencia en ventas
6d
Scheduler
International SOS —Ciudad de México, CDMX
- Microsoft Word
- Microsoft Excel
- Microsoft Outlook
Business Relationship Manager – IT Digital & Data
l'Oréal —Ciudad de México, CDMX
- Tiempo completo
- Informática
- Inglés
- Negocios
Postulación rápida
13d
Web Optimization Specialist
Thomson Reuters —Ciudad de México, CDMX
- Tiempo completo
- JavaScript
- HTML
10d
Sr. Data Scientist
Zillow.com —Ciudad de México, CDMX
- Tiempo completo
- Informática
- SQL
- Licenciatura
Manager, Commercial Strategy & Portfolio Optimization, SME LAC
Mastercard —Ciudad de México, CDMX
- Tiempo completo
- Administración de personal
- Experiencia en ventas
- Inglés

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Specialist Operational Workforce Management

InterContinental Hotels Group -
Benito Juárez, CDMX

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Información del empleo

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.

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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Refina tu búsqueda

analytics specialist empleos en granada, dif

Specialist Operational Workforce Management

Senior Tech Specialist

Data Tracking and Analytics Specialist

Search Engine Optimization (SEO) Specialist

Sales Operations Specialist

Underwriter Agriculture P&C Re, Ciudad de México (MexicoState, MX) and Mexico City (MX).

Marketing Operations Specialist

Lead Tax Technology Specialist

Booking and Dist. Specialist

Data Research Specialist - Incentives

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Corporate Communications Channels Specialist - Marketing

Site Activation Specialist

Multinational Specialist

Vendor Specialist, Mexico Consumer

Scheduler

Business Relationship Manager – IT Digital & Data

Web Optimization Specialist

Sr. Data Scientist

Manager, Commercial Strategy & Portfolio Optimization, SME LAC

Quiero recibir la alerta de empleo más reciente para analytics specialist en granada, dif

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