Workforce Specialist

hace 2 semanas

Heredia, Costa Rica SYKES Costa Rica A tiempo completo

**Objective**:
To assist with short and mid-range planning based on continuous analysis of forecasted requirements, trends, staffing variables and real time performance of operations based on workforce management principles for the contact center. The WFM 1 position must determine alternative plans to successfully meet key performance indicators (KPIs) targets when necessary. Under mínimal supervision timely collect, evaluate and prepare complex statistical data for operations/HR/WFM/Admin. Manage half-hour schedules and off the phone activities per day, per week, per month for client specific business lines to ensure maximum efficiency.

**Hard skills**:

- Advanced English Speaker (80%). (must)
- Basic knowledge of Excel (desired).
- Schedule flexibility (must).
- Flexible to work On-Site (Heredia).
- Basic statistics knowledge.
- Workforce management principles and procedures (plus).

**Soft skills**:

- Basic statistics knowledge.
- Proactive, result-oriented, and capable of assuming challenges.
- MS Office Applications: Word, Excel, PowerPoint, Outlook.
- Managerial general knowledge.
- Basic financial knowledge.

**Responsibilities**:

- Monitor, analyze, and take appropriate actions based on the call flow activity and staffing requirements in order to assure Contractual KPIs are met.
- Maintain appropriate records and analyze performance data on a daily, weekly, and monthly basis. Provide a variety of reports and analyses to Operations, Administration, and HR departments. Reports would range from agent individual performance values to site or center consolidated reports. As well as providing all contractual reports we are obligated to perform.
- Coordinate and advise Operations leaders regarding the intraday allocation of staffed agents into productive states.
- Ensure Operations, WFM, and Client services have proper data to approve time-off requests such as team meetings, additional agent training, and all other future schedule exceptions.
- Maintain agent-level schedules and attendance tracking which includes recording absenteeism and tardiness of agents (RTA).

**Benefits**:

- Refer a Friend Bonuses and Prizes.
- Employee Association. Discount Cafeteria Service.
- University Discounts. Growth Opportunities.
- Transportation Services.

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