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Workforce Management Specialist

hace 2 meses

Bogotá, Bogotá D.E., Colombia Nuvei A tiempo completo

Job Title: Workforce Management Specialist

Job Type: Full-time, permanent position

Reports To: Workforce Management Lead

About Nuvei:

Nuvei is a leading fintech company that provides innovative payment processing solutions to businesses worldwide. As a Workforce Management Specialist, you will play a critical role in ensuring the smooth operation of our contact center, delivering exceptional customer experiences, and driving business growth.

Key Responsibilities:

  • Develop and implement effective workforce management strategies to optimize contact center performance
  • Monitor and analyze key performance indicators (KPIs) to identify areas for improvement
  • Collaborate with cross-functional teams to ensure seamless integration of contact center operations with other business units
  • Design and implement reports using Power BI to provide insights on contact center performance
  • Act as Phone System Administrator to create and maintain IVRs, ensuring seamless customer experience
  • Build and update monthly schedules to ensure adequate staffing levels
  • Organize offline activities and training sessions to enhance employee skills and knowledge
  • Assist Supervisors with real-time adherence of contact center queue to ensure optimal performance
  • Prepare and maintain reports on 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 to improve daily operations

Requirements:

  • 2+ years of Workforce management experience
  • College Diploma (University Degree an asset)
  • 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 computer skills and ability/willingness to learn new software applications
  • 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 primary language used in the workplace, as work colleagues, clients, and strategic suppliers are geographically dispersed.

Benefits:

  • 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. 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.