CX Analyst

hace 5 días

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

Hey, it's time for you to join us showing the world we are the company that is changing paradigms, where we revolutionize the hours, minutes and seconds

Do you want to know why Rappi?

WE SEE OPPORTUNITIES where others see problems

WE SEE CLOSE where others see distance

WE SEE ADRENALINE where others see pressure.

Join a team where we are all capable of EVERYTHING, where we all have the same opportunities, regardless of gender identity, race, religion, nationality, age, disability, training or experience.

Did you like what you have read so far? Find out how you will deliver magic together with us through your Rappi mission

Check out how it will impact our ecosystem:

Responsible for ensuring Rappi's workforce is optimized for efficiency and effectiveness. This involves leading the implementation and oversight of structured WF processes, tracking key performance indicators and monitoring deviations from projections, and proactively identifying and addressing workforce management issues.

As part of Rappi, you will be responsible for:

Generating forecasting based on budget and actual metrics.
Providing the sufficient data to BPOs to recreate their own capacity and staffing planning utilizing Rappi Orders, AHT, SLA, FRT with the granularity required to comply with service targets during any prior of time.
Carrying out weekly meetings with LiveOps and BPO to sync on deviation or overachievement and action items for any project where WFM is involved. Such as Merging Queues, Teams, Internalization, New metrics adoption, etc.
Point of contact for Tools for the creation of categorization, queues, teams, routing, roles management, failures adjustments for Lupe and Kustomer.
Closely working with Ops Leads / Managers to deliver ongoing training and projects that utilize budget or affect capacity to meet service levels.
Point of contact for WFM Manager for anything related to cost utilization, capacity increment or deviation in metrics related to Budget and their effectiveness in operations.
Any other duty related to the role logic of WFM but not necessarily inherited in this doc. Such as "Calculation of impacts due failures, Special Days DRI for Local Ops, Seeker of advancement in optimization of resources for Concurrency, etc."

Good and now, what are the requirements for me to be part of this neon universe?

NA

Worker type:

Regular

Company:

Rappi Technology Colombia

For more information check our website and check our reviews on Glassdoor

we are waiting for you to build and deliver the magic together #Rappi

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