Real Time Analyst Workforce Management
hace 1 semana
Buscamos un Analista en Tiempo Real o Analista Ejecutivo WFM (Workforce Management Analyst) para unirse a nuestro equipo
No dudes en unirte a esta gran empresa.
Responsabilidades- Supervisar las métricas de rendimiento en tiempo real, incluidos los volúmenes de llamadas, los niveles de servicio y la adherencia de los agentes.
- Realizar ajustes en tiempo real de los niveles de dotación de personal y los horarios para mantener una prestación de servicios óptima.
- Comunicarse con los equipos de Operaciones para abordar con prontitud las carencias de personal y los problemas de nivel de servicio.
- Analizar datos históricos y tendencias para identificar oportunidades de mejora en la dotación de personal y la programación.
- Proporcionar actualizaciones e informes periódicos sobre el rendimiento en tiempo real a la dirección y a las principales partes interesadas.
- Colaborar estrechamente con los equipos de Previsión y Programación para alinear los planes de dotación de personal a corto y largo plazo.
- Participar en reuniones y colaborar con otros departamentos para optimizar el rendimiento de la plantilla.
- Mantenerse informado sobre las mejores prácticas del sector y las tendencias emergentes en la gestión del personal en tiempo real.
- Licenciatura en Administración de Empresas, Estadística o campo relacionado.
- Experiencia demostrada en gestión de personal o campo relacionado.
- Dominio del software de gestión de personal (por ejemplo, Verint, Genesys, Aspect) y Microsoft Excel.
- Gran capacidad de análisis y atención al detalle.
- Excelentes dotes de comunicación y relaciones interpersonales.
- Capacidad para trabajar eficazmente en un entorno acelerado y adaptarse a prioridades cambiantes.
- Se valorará el conocimiento de las operaciones y la terminología de los centros de llamadas.
- Gran capacidad matemática, analítica, de comunicación y de organización.
- Automotivado, puede trabajar de forma autónoma o como parte de un equipo.
- Gran capacidad de análisis para elaborar estrategias basadas en datos históricos y actuales.
- Formación preferida: Licenciatura en Ingeniería, administración, finanzas o cualquier carrera de base numérica, con 1 año de experiencia en atención al cliente y/o operación de BPO.
- Salario de 2'600.000 COP.
- Modalidad de trabajo híbrida.
- Bonos según performance.
- Oportunidades de crecimiento.
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