Workforce Lead

ALORICA
Descripción del Puesto

At Alorica, we only do one thing – make lives better, one interaction at a time. We’re a global leader in customer service and experience, serving the world’s biggest brands with tens of thousands of employees in hundreds of locations around the globe.

Summary:

Performs professional level review and analysis of all workforce and scheduling activities at a call center to analyze and forecast resource planning needs based on business objectives. Work is performed with regular supervision and leading peers to meet goals.

Responsibilities:

  • Promotes teamwork within the WFM department, motivates members of the team to achieve goals.
  • Develops and implements process and/or operational improvements to enhance efficiency and effectiveness of operations.
  • Conducts analysis and recommends solutions to real-time performance issues.
  • Develops strong working relationships within the organization to ensure efficient and effective problem solving and issue resolution.
  • Assists in managing the workforce to meet all requirements of the customer as provided by contract. Other duties as assigned by management.

Requirements:

  • Previous Workforce experience within the call center industry.
  • Excellent knowledge of workforce management calculations, and key performance indicators.
  • Advanced Excel proficiency.
  • Strong interpersonal and communication skills. Highly organized and proactive.
  • Work- at –home capable. Availability to work mid-shift and weekends.
Detalles
Añadir a mi lista Nunca le pagues a nadie por una prueba o entrevista.