Workforce Optimization Specialist

hace 17 horas


San Francisco, Heredia, Costa Rica Bosch Group A tiempo completo

**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



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