Real Time Business Performance Optimization Specialist

hace 2 días


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

Company 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 seeking a skilled Real Time Business Performance Optimization Specialist to join our team. As a key member of our organization, you will be responsible for ensuring that production volumes align with planned capacities, monitoring agent skills, and maintaining high service levels defined by our clients. Your expertise will also focus on identifying and mitigating emerging risks, re-blending and modifying individual associate skills, and developing workforce-related trackers to drive day-to-day site-wide production efficiency.

Key Responsibilities:

  • Align production volumes with planned capacities
  • Maintain high service levels defined by clients
  • Identify and mitigate emerging risks
  • Re-blend and modify individual associate skills
  • Develop workforce-related trackers to drive production efficiency
  • Report on Service Level KPIs

Requirements:

  • Advanced studies in Industrial Engineering or related field
  • 1-2 years' experience as a Real Time Analyst in a shared service center or call center environment
  • Microsoft Office proficiency (Word, Excel, PowerPoint)
  • Experience in Workforce Management tools (CIC, Genesys, Verint) is a plus
  • Analytical thinking and teamwork skills
  • Able to work in a fast-paced environment with assertive communication and accountability

Additional Information:



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