Wfm Operations Specialist

hace 3 meses


Santa Cruz, Costa Rica Transunion A tiempo completo

**Job Summary:**

TransUnion is seeking a highly skilled Wfm Scheduler to support Operations and Global WFM team for full Planning Cycle.

**Key Responsibilities:**

- Maintain accurate call volume, average handle time, arrival patterns, staffing, requirement calculations, etc.

- Design patterns of change requirements to ensure consistent interval coverage and performance standard

- Effective forecasting techniques and where necessary, system adjustments to align forecast requirements

- Partner with long-term forecasters to ensure end-to-end planning and execution align

**Scheduling:**

- Implement, monitor and track all aspects of the planning cycle to support Global WFM, Geo WFM and Operational Stakeholders with all WFM aspects

- Ensure effective schedules are designed, implemented and monitored that provide: Consistent interval performance. All channel methods are catered for

- Ensure cross-skill and/or cross-channel scheduling is considered

- Maintain schedule integrity to promote business objectives being met

**Analytics:**

- Review of daily performance providing recommendations to Operations and Geo WFM that align to overall strategic approach

- Previous week and previous month analytics

- Short-term planning analytics to ensure staffing requirements are met and provide recommendations as required based on staffing net effect

- Monitor performance controls and measurements for on-site activities

**Realtime management aspects and oversight of site performance toward contractual SLA's:**

- Make recommendations to control costs and drive operational efficiency improvements

- Provide weekly IDP schedule data, analytics and callouts

**Working Hours:**

- The role currently supports United States operations and requires coverage for: Costa Rican Public Holidays that do not match United States Public Holidays. -Work required on local Public Holidays will be appropriately compensated and advised to you through the shift schedule ahead of time.

**Requirements:**

- 4+ years of experience working in WFM, Real Time or Scheduler position in a multi-channel call center

- Proficient in real time adherence management

- Experience in WFM tools, preferably Monet

- AWS platform preferred

- Familiarity with Workforce Management Platforms

- Experience to Erlang methodologies

- Expert skills in Excel (Formula, Pivot Tables, Lookup, Power Query)

- Demonstrated track record of working on projects related to continuous improvement and change management

- Experience in Data Analytics and in spreadsheet programs using formula functions to analyze data with an ability to build analysis from scratch making well-reasoned assumptions.

- Able to use sound judgment; work independently, with minimal supervision.

- Flexibility with individual schedule based on business needs

- Advanced English skills

**Impact You'll Make:**

The duties outlined below capture the majority of the work required. Additional responsibilities, of a similar nature to the requirements of the role may arise due to business needs and evolution: While the position is that of Wfm Scheduler, there is scope within the role for: Realtime Management & Analytics, Wfm Performance Analytics, Reporting, Presenting, Analysis, and similar.


  • Wfm Scheduler

    hace 3 meses


    Santa Cruz, Costa Rica Transunion A tiempo completo

    At TransUnion, we're seeking a highly skilled Wfm Scheduler to join our team. This role is responsible for maintaining accurate call volume, average handle time, and staffing requirements.The successful candidate will design patterns of change requirements to ensure consistent interval coverage and performance standards. They will also implement, monitor,...


  • Santa Cruz, Costa Rica Transunion A tiempo completo

    About the RoleWe are seeking a highly skilled Strategic Operations Planner to join our team at TransUnion.Job SummaryThe ideal candidate will have experience in workforce planning, scheduling, and analytics. You will be responsible for designing patterns of change requirements, implementing effective forecasting techniques, and ensuring consistent interval...


  • Santa Cruz, Costa Rica Thermo Fisher Scientific A tiempo completo

    Job SummaryWe are seeking a highly skilled Financial Operations Specialist to join our team at Thermo Fisher Scientific. This role is responsible for processing general accounting activities, ensuring accuracy and efficiency in financial transactions.


  • Santa Cruz, Costa Rica Thermo Fisher Scientific A tiempo completo

    About the RoleWe are seeking a skilled Financial Operations Specialist to join our team at Thermo Fisher Scientific. As a key member of our finance department, you will play a vital role in ensuring the smooth operation of our banking and payments processes.


  • Santa Cruz, Costa Rica Thomson Reuters A tiempo completo

    Accounting Operations Specialist"> ">At Thomson Reuters, we're looking for an Accounting Operations Specialist to join our team in San Jose, Costa Rica. This role is responsible for performing accounting activities such as balance sheet account reconciliations and open item resolution for the Latin America region on a monthly basis.">As an Accounting...


  • Santa Cruz, Costa Rica Thermo Fisher Scientific A tiempo completo

    Company Overview">At Thermo Fisher Scientific, we are committed to advancing human health through a continuum of innovative technologies that enable our customers to make the world healthier, cleaner and safer. We are looking for a skilled Financial Operations Specialist to join our team.">Job Summary">We are seeking a highly motivated and detail-oriented...


  • Santa Cruz, Costa Rica Thermo Fisher Scientific A tiempo completo

    Job OverviewWe are seeking a highly skilled Cloud Infrastructure Operations Specialist to join our team at Thermo Fisher Scientific.


  • Santa Cruz, Costa Rica Thermo Fisher Scientific A tiempo completo

    **About the Role**We are seeking a highly motivated individual to join our team as an Accounting Operations Specialist in Heredia, Costa Rica.As an Accounting Operations Specialist at Thermo Fisher Scientific, you will play a crucial role in ensuring the flawless execution of our accounting processes. From managing travel expenses to reconciling financial...


  • Santa Cruz, Costa Rica Thermo Fisher Scientific A tiempo completo

    At Thermo Fisher Scientific, we are driven by our mission to enable our customers to make the world healthier, cleaner, and safer.We are seeking a skilled Financial Services Operations Specialist to join our team in ensuring the flawless execution of accounts payable processes. This critical role plays a vital part in the company's success by supporting the...


  • Santa Cruz, Costa Rica Thomson Reuters A tiempo completo

    Financial Commissions Production Analyst RoleWe are seeking a skilled Commission Operations Specialist to join our team at Thomson Reuters. This exciting opportunity will have you drive initiatives that enhance commission processes and systems, ensuring alignment with business goals and improving the experience for sales professionals.In this role, you'll...


  • Santa Cruz, Costa Rica Thermo Fisher Scientific A tiempo completo

    Thermo Fisher Scientific is an Equal Employment Opportunity and Affirmative Action Employer. We are seeking a highly skilled Operations Cash Applications Specialist to join our team.About the RoleThis is a challenging and rewarding role that requires strong analytical and problem-solving skills. As an Operations Cash Applications Specialist, you will be...


  • Santa Cruz, Costa Rica Thermo Fisher Scientific A tiempo completo

    About the Role:We are seeking a highly skilled Senior Business Operations Specialist to join our Shared Service Centers' Enablement Team at Thermo Fisher Scientific.As a key member of this team, you will be responsible for providing critical support to Operational Work Streams, ensuring timely and accurate reporting, and contributing to continuous...


  • Santa Cruz, Costa Rica Lseg (London Stock Exchange Group) A tiempo completo

    Job OverviewLSEG, a leading global financial markets infrastructure and data provider, seeks a highly skilled Data Operations Specialist to join our team.We estimate the salary for this role to be around £55,000 - £70,000 per annum, depending on location and experience.Key Responsibilities:Onboarding of New Contributed Data: Assist in expanding the...


  • Santa Cruz, Costa Rica Thermo Fisher Scientific A tiempo completo

    About the RoleWe are seeking a highly skilled Senior Financial Operations Specialist to join our team at Thermo Fisher Scientific.Job SummaryThe successful candidate will be responsible for evaluating and improving existing financial system activities, centralizing processes, and eliminating non-value-added work. They will also train teams on workflows and...


  • Santa Cruz, Costa Rica Thermo Fisher Scientific A tiempo completo

    Job Overview:This role plays a crucial part in ensuring the timely reconciliation of bank accounts and other complex business unit reconciliations. The ideal candidate will have excellent attention to detail, strong presentation skills, and be proactive in identifying opportunities for optimization and continuous improvement.About the Role:The Financial...


  • Santa Cruz, Costa Rica Thermo Fisher Scientific A tiempo completo

    Job OverviewWe are seeking a highly skilled Global Payroll Operations Specialist to join our team at Thermo Fisher Scientific. As a key member of our payroll operations team, you will play a critical role in ensuring the timely and accurate processing of payroll for all employees.About the RoleThe successful candidate will be responsible for administering...


  • Santa Cruz, Costa Rica Thermo Fisher Scientific A tiempo completo

    About the RoleWe are seeking a highly skilled Financial Operations Specialist to join our team at Thermo Fisher Scientific.As a key member of our Commercial Finance team, you will be responsible for leading cross-functional processes, stakeholders, and timelines to ensure contract proposals and/or budget modifications are completed accurately throughout the...


  • Santa Cruz, Costa Rica Thomson Reuters A tiempo completo

    At Thomson Reuters, we're seeking a highly skilled Global Commercial Operations Specialist to join our team. As a key member of our operations group, you will play a critical role in managing the life cycle of all customer contracts, ensuring regulatory and compliance protocols, and having a good understanding of contract standards and rights.This...


  • Santa Cruz, Costa Rica Transunion A tiempo completo

    About the RoleWe are seeking an experienced Cornerstone System Operations Specialist to join our team at TransUnion. As a key member of our corporate systems department, you will play a crucial role in ensuring the smooth operation and maintenance of our Learning Management System (LMS).Key ResponsibilitiesThe successful candidate will be responsible...


  • Santa Cruz, Costa Rica Thermo Fisher Scientific A tiempo completo

    **Job Summary**We are seeking a highly skilled Cash Applications Operations Specialist to join our team at Thermo Fisher Scientific. This role is responsible for reconciling bank accounts, supporting the monthly closing process, and resolving customer requests.**Key Responsibilities:**Reconcile bank accounts to ensure timely payment applications and medium...