Workforce Optimization Specialist
hace 17 horas
**About Bosch Service Solutions**
Bosch Service Solutions is a leading global supplier of Business Process Outsourcing for complex business processes and services. Leveraging the latest technology and the Internet of Things, we develop integrated and innovative service solutions in the areas of Mobility, Monitoring, and Customer Experience.
With over 9,000 associates at 27 locations worldwide, we support national and international customers across more than 35 languages primarily from the automotive, travel and transportation, logistics sectors as well as information and communication technology.
**Job Overview**
The Workforce Analyst's primary responsibility is to ensure daily service levels are met across all Operational Units by working closely with local leadership. This involves ensuring the effective use of our workforce against key performance metrics.
**Key Responsibilities**
- Match production volume with planned capacities effectively:
- Ensure all required agent skills (e.g., languages, know-how) are available.
- Guarantee service levels defined by clients are reached (not missed nor surpassed).
- Reach internal profitability targets while maintaining transparency regarding existing capacities.
- Provide timely information regarding absences, scheduling pull-outs (e.g., training, meetings, coaching, holidays), and comparing available with needed capacities.
- Identify and mitigate emerging risks, assisting in potential plans for service level recovery.
- Re-blend and modify individual associate skills, alerting team leadership to outliers in variances.
- Coordinate site staffing needs, including reporting and analysis of headcount numbers, coordinating trainings or offline activities, placement of new hire associates, and team shift bid processes.
- Develop and maintain workforce-related trackers that drive day-to-day site-wide production efficiency (Voluntary Time Off, Absences, Open Phone Shifts, Overtime).
- Make proactive adjustments to call volume based on forecasted volume and real-time adjustments based on actual call volume.
- Report Service Level KPIs under this position's responsibility.
- Utilize forecasts to calculate the required capacity (workforce), either provided by the client or calculated with own historical data and agreed upon with the client.
- Recognize bottlenecks in time and balance capacities or adjust them accordingly.
- Provide timely, accurate, and relevant reporting to support business processes with a view to review, prioritize, streamline, and automate operational reporting, ensuring reports provide high value with minimal manual effort.
**Requirements**
- Industrial Engineering or related degree (Advanced students can be considered)
- 2-3 years' experience in WFM
- Relevant industry experience
- Microsoft Office proficiency (Word, Excel, PowerPoint)
- Experience in Workforce Management tools (IEX, ICC, Verint)
- Excel Knowledge Advantage
- Understanding methods of bill collection, e.g., spoken minute-paid minute, staffing per case, Staffing with CAP
- English level B2+/C1
-
Workforce Performance Optimization Specialist
hace 2 meses
San Francisco, Heredia, Costa Rica Tebra A tiempo completoUnlock Operational Efficiency with TebraWe are seeking a highly skilled Workforce Performance Optimization Specialist to join our team at Tebra. As a key member of our operations team, you will play a critical role in ensuring seamless customer experiences and driving business growth.About the RoleMonitor and analyze real-time performance metrics to identify...
-
Workforce Optimization Specialist
hace 2 días
San Francisco, Heredia, Costa Rica Ibm A tiempo completoAbout IBM">As a global leader in technology and consulting, IBM is dedicated to creating innovative solutions that transform industries and improve lives. With a rich history dating back to 1911, we have evolved into a cutting-edge organization that harnesses the power of AI, quantum computing, and blockchain to drive progress.">Your Role and...
-
Workforce Management Optimization Specialist
hace 4 días
San Francisco, Heredia, Costa Rica Bosch Group A tiempo completoAbout the Bosch GroupBosch Service Solutions is a leading global supplier of Business Process Outsourcing for complex business processes and services. Leveraging cutting-edge technology and the Internet of Things, the company develops innovative service solutions in areas such as Mobility, Monitoring, and Customer Experience.Our team consists of around 9,000...
-
Workforce Optimization Specialist
hace 2 días
San Francisco, Heredia, Costa Rica Ibm A tiempo completo**Introduction to IBM Services**We are a team of business, strategy and technology consultants dedicated to designing, building and running foundational systems and services that form the backbone of the world's economy.Our clients rely on us to reimagine and reinvent through technology, leveraging our outcome-focused methodologies, industry-leading...
-
Real Estate Portfolio Optimization Specialist
hace 2 meses
San Francisco, Heredia, Costa Rica World Business Lenders, Llc A tiempo completoWorld Business Lenders, LLC is a U.S.-based company with a 100% remote workforce, offering general purpose short-term real estate collateralized commercial loans to small and medium-sized businesses across the United States.This contract/consultant position requires excellent oral and written command of the English language. Resumes must be submitted in...
-
Supply Chain Optimization Specialist
hace 2 semanas
San Francisco, Heredia, Costa Rica Hpe A tiempo completoJob DescriptionWe are seeking a highly skilled Supply Chain Optimization Specialist to join our team at HPE.About the Role:The Supply Chain Optimization Specialist will work closely with Regional Material Management teams, Supply Planning, and Commodity leads to define material allocations based on operational and execution criteria. This role is responsible...
-
Office Space Optimization Specialist
hace 1 mes
San Francisco, Heredia, Costa Rica Jll A tiempo completoAbout the RoleWe're seeking a skilled Office Space Optimization Specialist to join our team at JLL.
-
San Francisco, Heredia, Costa Rica Bosch Group A tiempo completoCompany Overview:Bosch Service Solutions is a global leader in Business Process Outsourcing, providing innovative service solutions to complex business processes and services. Leveraging the latest technology and IoT capabilities, our division delivers integrated and tailored services in Mobility, Monitoring, and Customer Experience.Job Description:We are...
-
Business Continuity and Process Optimization Specialist
hace 3 semanas
San Francisco, Heredia, Costa Rica Infotree Global Solutions A tiempo completo**About the Role**We are seeking a highly skilled Business Continuity and Process Optimization Specialist to join our team at Infotree Global Solutions.This is a full-time position offering a competitive salary of $112,500 per month.As a Business Continuity and Process Optimization Specialist, you will be responsible for ensuring the smooth operation of our...
-
Process Optimization and Innovation Specialist
hace 4 días
San Francisco, Heredia, Costa Rica Experian A tiempo completoAt Experian, we are committed to unlocking the power of data to create more opportunities for consumers, businesses, and society. As a key member of our sales operations team, you will play a critical role in improving the integration of business processes within our instance of Salesforce and other systems.This exciting opportunity is designed for an...
-
Workforce Planning Business Intelligence Specialist
hace 2 meses
San Francisco, Heredia, Costa Rica Aligntech A tiempo completoTransforming smiles and changing lives is at the heart of Align Technology. We believe that a great smile can transform a person's life, so we create technology that gives people the confidence to take on whatever's next.We revolutionized the orthodontic industry with the introduction of the Invisalign system, and we have never lost sight of that spirit of...
-
Chief Cost Optimization Specialist
hace 4 semanas
San Francisco, Heredia, Costa Rica Experian A tiempo completoExperian, a leading global information services company, is seeking an experienced Finance Manager to join its team as a Chief Cost Optimization Specialist. This role will be responsible for leading the costing and allocation production process for Experian IT Services (EITS), ensuring accurate technology service costs and high-quality management...
-
Data Process Optimization Specialist
hace 4 días
San Francisco, Heredia, Costa Rica Moody'S A tiempo completoAt Moody's, we foster a culture of innovation and collaboration, where talented individuals come together to drive success. As a Data Process Optimization Specialist, you will play a crucial role in identifying opportunities for improvement and driving process enhancements that enhance efficiency, accuracy, and scalability.**Key Responsibilities**Data...
-
Operations Optimization Specialist
hace 3 semanas
San Francisco, Heredia, Costa Rica Hewlett Packard A tiempo completoJob Summary\We are seeking an Operations Optimization Specialist to join our team at Hewlett Packard. This role will be responsible for executing strategic plans to improve and optimize business processes and capabilities.\Key Responsibilities\\Support the execution of strategic plans for the improvement and optimization of business processes and...
-
Workforce Management Specialist
hace 17 horas
San Francisco, Heredia, Costa Rica Experian A tiempo completoUnlock the Power of DataExperian is a global information services company, empowering consumers and businesses to thrive.We are committed to creating a better tomorrow through innovative data solutions.About ExperianA leader in data-driven decision-making, Experian helps organizations unlock their full potential.We take pride in our work, fostering a culture...
-
Senior Business Process Optimization Specialist
hace 2 meses
San Francisco, Heredia, Costa Rica Servicenow A tiempo completoCompany OverviewAt ServiceNow, we revolutionize the way businesses operate. Our technology empowers organizations to work more efficiently and effectively. With a team of ambitious change makers, we strive for innovation and excellence in everything we do.We serve over 7,700 customers worldwide, including approximately 85% of the Fortune 500. We're proud to...
-
Strategic Workforce Planning Specialist
hace 3 meses
San Francisco, Heredia, Costa Rica Citi A tiempo completoThe Enterprise Workforce Management team at Citi is responsible for driving the company's transformation efforts around staffing and skill adequacy, as well as organization design. This is an exciting time to join the team as we are in the building phase of developing the set of capabilities, processes, and tools to analyze, forecast, organize, and plan...
-
Business Process Optimization Analyst
hace 6 días
San Francisco, Heredia, Costa Rica Experian A tiempo completoExperian, a global leader in information services, is seeking an experienced Business Process Optimization Analyst to join their sales operations team.The ideal candidate will possess 5+ years of experience working as a sales operations specialist, CRM Analyst or equivalent and have a strong background in business process optimization. A bachelor's degree in...
-
Senior Supply Chain Optimization Specialist
hace 2 meses
San Francisco, Heredia, Costa Rica Marriott International, Inc A tiempo completoOverview: At Marriott International, Inc, we are seeking a highly skilled Senior Supply Chain Optimization Specialist to join our team. This role will play a critical part in designing and developing a web application for logistics optimization.Salary Range: The estimated salary for this position is $120,000 - $180,000 per year, depending on experience and...
-
Sales Performance Optimization Specialist
hace 2 meses
San Francisco, Heredia, Costa Rica Workday A tiempo completoAbout UsWorkday is a company that puts its people first, driven by a culture of innovation and collaboration. We strive to create a healthy work environment where employees feel encouraged to shine.About the RoleThe Sales Performance Optimization Specialist will join our growing team to manage prospecting sequences, incorporate high-priority marketing assets...