Job Title:

WFM Supervisor

Job Description

WFM supervisor manages our local real time analysts onsite and is expected to deliver reports, host wfm meetings, provide Intra-day analysis with recommendations

The Supervisor WFM, will be responsible for the supervision of the Real-Time team. This position will maintain the internal policies and procedures, support operations and RTA analysts in identifying trends, providing input on metric improvements, including forecast versus actuals.

Job Description:

● Ensures the successful delivery of WFM support and acts as a liaison between WFM Shared
Services and Operations organization.
● Manage and lead the Real Time Analysts providing coach and feedback on a weekly basis.
● Active participation in the Forecast and Capacity plan meetings.
● Lead Real time, Analytics and Reporting processes.
● Implement strategic planning processes and share best practices inside the teams.
● Guarantee the accuracy of all WFM processes.
● Provide climate actions to guarantee a work environment connected to the CNX values.
● Guarantee that all WFM members are in compliance with WFMU.

Candidate Profile

● Proficient in Excel and other Microsoft Office tools.
● 2 years’ and a solid experience in WFM.
● Experience with WFM tools (IEX, Verint-BluePumpkin, Teleopti, Calabrio and Genesis),
Avaya-CMS.
● Multi-program / Multi-campaign experience.
● Ability to multi-task and meet timelines on deliverables.
● Effective communication skills, both written and verbal.
● Detail oriented.
● Results oriented.
● Change Management.
● Build Strategic Relationships with stakeholders.
● Quick learner and self-starter.
● Associate's degree in related field not required but is a plus.
● Proficient in English

#LATAMCNX

Additional Job Description
Disclaimer
The above statements are intended to describe the general nature and level of work being performed
by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities,
duties, and skills required of personnel working within this job title.

Location:

CRI San Jose - US Embassy

Language Requirements:

Time Type:

Full time

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