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.