20 publicaciones de empleo destacadas de specialist material en ciudad de méxico, 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
12d
Senior Specialist, Knowledge Management (M&A - Merger Integration)
Bain & Co. —Ciudad de México, CDMX
- Tiempo completo
- Microsoft Powerpoint
- Microsoft Word
- Microsoft Excel
Postulación rápida
11d
Contracts Management Specialist (IT)
Avery Dennison —Ciudad de México, CDMX
- Tiempo completo
- Home Office (Desde casa)
- Administración de personal
- Licenciatura
- Contratos
Postulación rápida
Freelance In-Person Event Specialist - Mexico City, Mexico
Visit.org —Ciudad de México, CDMX
- Incluye fines de semana
- Servicio al cliente
- Inglés
- Disponible para viajar
Postulación rápida
Sr. Mill Services Specialist
Voith Group —Ciudad de México, CDMX
- Microsoft Powerpoint
- Microsoft Excel
- Microsoft Outlook
Distribution Operations
McMaster-Carr —Los Ángeles, CDMX
- Licenciatura
- Experiencia en manufactura
- Seguro dental
- Vacaciones adicionales o permisos con goce de sueldo
PI Clinical Specialist
Merit Medical Systems Inc. —Ciudad de México, CDMX
- Tiempo completo
- Experiencia en ventas
- Word processing
- Licenciatura
- Seguro dental
11d
Corporate Design Specialist
Computacenter Mexico —Juárez, CDMX
- $22,000 a $25,000 por mes
- Tiempo completo
- Microsoft Powerpoint
- Mercadotecnia
- Inglés
- Seguro de vida
Postulación rápida
9d
International Operations Agent II
AIT Worldwide Logistics, Inc. —Colonia Lomas de Chapultepec, CDMX
- Tiempo completo
- Bachillerato
- Uso de computadora
- Vacaciones adicionales o permisos con goce de sueldo
- Permiso de maternidad y paternidad
Jefe Administrativo- Contable
Headhunting Specialist —Colonia Lomas de Chapultepec, CDMX
- $30,000 a $45,000 por mes
- Tiempo completo
- Administración de personal
- Inglés
- Microsoft Office
Postulación rápida
Fraud Risk Specialist - Transactional Products
HSBC Global Services Limited —Cuauhtémoc, CDMX
- Tiempo completo
- Administración de personal
- Servicio al cliente
- Inglés
Air Export Specialist
JAS Worldwide —Ciudad de México, CDMX
- Tiempo completo
- Microsoft Office
- Bachillerato
- Disponible para viajar
International Operations Agent III
AIT Worldwide Logistics, Inc. —Colonia Lomas de Chapultepec, CDMX
- Tiempo completo
- Home Office (Desde casa)
- Bachillerato
- Sin título de educación superior
- Uso de computadora
- Vacaciones adicionales o permisos con goce de sueldo
- Permiso de maternidad y paternidad
Sourcing Specialist – Chocolate and Compound NA/LA
Mondelēz International —Colonia Santa Fe, CDMX
- Tiempo completo
- Administración de personal
- Inglés
- Maestría
Compensation Specialist
Microsoft —Ciudad de México
- Tiempo completo
- Microsoft Excel
- Administración de personal
- Maestría
12d
Senior Specialist, Customer Success Operations & Enablement
Mastercard —Ciudad de México, CDMX
- Tiempo completo
- Microsoft Powerpoint
- Microsoft Excel
- Administración de personal
FIAT - Brand Marketing & Communication Specialist
Stellantis —Ciudad de México, CDMX
- Microsoft Powerpoint
- Microsoft Excel
- Mercadotecnia
Senior Marketing Specialist, Partner Marketing
Qualcomm —Ciudad de México, CDMX
- Doctorado
- Mercadotecnia
- Inglés
- Descuento de empleados
Travel Trade Specialist
Despegar —Ciudad de México, CDMX
- Tiempo completo
- Trabajo híbrido
- Bilingüe
- Disponibilidad para viajar hasta un 50 %
- Experiencia en ventas
Postulación rápida
Corporate Development M&A Specialist Advisor
NTT Ltd —Ciudad de México, CDMX
- Microsoft Powerpoint
- Microsoft Excel
- Inglés

Quiero recibir la alerta de empleo más reciente para specialist material en ciudad de méxico, dif

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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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