Workforce Management Specialist

hace 4 semanas

Bogotá Cundinamarca, Colombia Nuvei A tiempo completo

Job Title: Workforce Management Specialist

**Job Type**: Full time, permanent

Reports To: Workforce Management Lead

The world of payment processing is rapidly evolving, and businesses are looking for loyal and strategic partners, to help them grow.

WE ARE NUVEI. Nuvei (NASDAQ: NVEI) (TSX: NVEI) the Canadian fintech company accelerating the business of clients around the world. Nuvei’s modular, flexible, and scalable technology allows leading companies to accept next-gen payments, offer all payout options and benefit from card issuing, banking, risk and fraud management services. Connecting businesses to their customers in more than 200 markets, with local acquiring in 47 markets, 150 currencies and 586 alternative payment methods, Nuvei provides the technology and insights for customers and partners to succeed locally and globally with one integration.

At Nuvei, we live our core values, and we thrive on solving complex problems. We are dedicated to continually improving our product and providing relentless customer service. We are always looking for exceptional talent to join us on the journey

**Your Mission**

Responsible for providing support to the contact center during daily operations. Duties include live monitoring of service levels, schedule maintenance, phone system and queue optimization, as well as preparing numerous reports relating to contact centre performance. The Workforce Management Specialist will also be expected to take on different projects related to Power BI and report automatization.

Key responsibilities include, but are not limited to:

- Create and automate Contact Center Reports using Power BI
- Act as Phone System Administrator to create and maintain IVRs
- Build and update monthly schedules
- Organize the offline activities and training sessions
- Assist Supervisors with real time adherence of contact center queue
- Prepare and maintain reports pertaining to productivity, attendance, adherence, and quality assurance
- Communicate with other departments to ensure that we have the tools needed to meet our goals
- Perform root-cause analysis to understand issues affecting the Contact Center and assist management with strategies that will improve daily operation

Qualifications include, but are not limited to:

- 2 Years of Workforce management experience
- College Diploma (University Degree an asset)
- Must possess excellent knowledge of MS Excel and Power BI
- Experience with phone system admin (experience with Five9 is an asset)
- Excellent track record regarding work ethic and attendance
- Strong organizational skills and ability to multitask
- Strong analytical skills to understand the many variables that impact Contact Center performance
- At ease with working independently and meeting deadlines
- Able to work with urgency and intervene quickly during periods of peak call volume

**Working Language**
- English (written and spoken) is the language used most of the time, as work colleagues, clients, and strategic suppliers are geographically dispersed.

**Benefits**

Nuvei offers a wide variety of benefits which include:

- Health insurance, Paid Vacation Time, Paid Sick Time.
- Up to 2.5 additional days of annual leave per quarter, if Nuvei achieves its quarterly targets.
- Virtual yoga and meditation classes, as well as other opportunities to get involved in community outreach and employee engagement initiatives.

Nuvei is an equal-opportunity employer that celebrates collaboration and innovation and is committed to developing a diverse and inclusive workplace. The team at Nuvei is comprised of a wealth of talent, skill, and ambition. We believe that employees are happiest when they’re empowered to be their true, authentic selves. So, please come as you are. We can’t wait to meet you.

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