Job Title:
WFM Supervisor, Real Time Management
Job Description
This position focuses on optimizing operational performance through meticulous analysis and reporting. As a key member of the operations management team, you will be responsible for aligning projections with real-world outcomes, ensuring compliance with regulations, and enhancing operational metrics. The role demands excellent analytical abilities, strong communication skills for preparing reports, and operational management acumen to oversee workforce allocation effectively. You will collaborate closely with various units to deliver real-time data insights, ensure compliance with financial reporting, and implement strategic changes to improve processes. Ideal candidates will possess a sharp eye for detail and a proactive approach to developing action plans, making critical adjustments to processes to meet targeted objectives efficiently.
KEY ACCOUNTABILITIES
- Compare the established projections in the processes with the actual management of calls, Average Handling Time (AHT), and agents to achieve weekly behavior analysis that allows for meeting the indicators.
- Present reports on inadequate tools and other operational metrics that fall outside the established regulations to ensure appropriate use of equipment by collaborators.
- Send reports on global metrics impacting operations and projections for both SLAs and the required personnel, according to real-time work assignments, to guarantee the fulfillment of indicators.
- Monitor the amount of operational staff for each business line to control and meet the established requirements.
- Consolidate transaction volumes of the operations to provide timely information that facilitates billing management.
- Contribute to different operational units in analyzing and reporting real-time data to provide timely information that allows global visibility of the progress of each process.
- Review bonus reports based on the results obtained during the evaluation period and management hours to achieve notification of updates to the finance area.
- Plan shift schedules, transaction projections, and management hours to ensure appropriate short-term responsibility distribution among operational staff.
- Develop action plans according to operational needs to ensure proper execution of processes.
- Execute necessary changes in the process according to the established objectives to reduce the impact of deviations in volumes, staff, or AHT.
REQUIRED SKILLS
- Bachelor's Degree in related field from a four-year college or university
- 1 year of experience in similar role (BPO industry)
- Strong communication skills, both written and verbal
- Strong attention to detail
- Sense of professionalism and ability to develop relationships
- Self-starter, sense of urgency, and works well under pressure
- Ability to multi-task, prioritize, and meet timelines on deliverable items
- Proficient in Microsoft Office
Location:
MEX Mexico City Downtown Insurgentes
Language Requirements:
Time Type:
Full time
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