Workforce Manager

hace 6 horas


San José, San José, Costa Rica Sykes Costa Rica A tiempo completo

About the Role:

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We are seeking a strategic Workforce Management professional to drive the development and scaling of our workforce management function. As a key member of our Support Strategy & Enablement team, you will be responsible for analyzing team and agent performance data to inform recommendations and implement improvements in forecasting accuracy and scheduling efficiency.

Key Responsibilities:

  • Partner with delivery team members to design and evaluate core workforce management processes, identify areas for improvement, and lead capacity planning efforts.
  • Conduct deep dives into metrics to identify root causes, determine potential solutions, and develop actionable insights to enhance scheduling systems and processes.
  • Communicate effectively with team members, providing transparency on progress and performance, and facilitating collaboration to achieve shared goals.
  • Develop and implement strategic plans to improve workforce management capabilities, leveraging data-driven insights to drive business outcomes.

Requirements:

  • Proven experience in workforce management, with advanced knowledge of process, tools, and capacity planning.
  • Experience with enterprise-grade workforce management systems is highly desirable.
  • Strong communication, problem-solving, and proactive skills.

Benefits:

  • Competitive salary: $80,000 - $120,000 per year, depending on location and experience.
  • 100% remote work arrangement.
  • Access to ongoing training and development opportunities.
  • A comprehensive benefits package, including medical services.


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