Workforce Development Specialist

hace 13 horas


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

This role plays a critical part in delivering end-to-end Workforce Management solutions to our clients, focusing on the financial health of Operations. The Workforce Manager communicates directly with clients and Sykes senior management on reporting and staffing needs, maintaining composure in critical situations and communicating well with both internal and external clients.

Key Responsibilities
  • Determines Revenues and Cost of operations by establishing standard incoming trends and costs, collecting operational data.
  • Ensure that all Global Workforce Management personnel meet all expectations in providing long term capacity and hiring plans, pre-plans and maintains acceptable performance.
  • Communicate operational and financial performance of assigned accounts back to Operations leadership and Site Management team on a recurrent basis.
Required Skills and Qualifications

The ideal candidate will have advanced English language skills, strong planning, time management, and organizational skills. They must be able to work in a dynamically changing environment, communicate effectively both verbally and in writing.

A minimum of 1 year working as WFM Analyst is required. Proven knowledge of Staffing and Scheduling concepts for contact centers is essential, along with high proficiency level (85 %) in automated workforce management software such as Aspect's eWFM, Tracking Module, Work Time Tracker.

Benefits

We offer a Partial Work at Home arrangement, Additional Days Off, and Weekly Payment as part of our compensation package.



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