YOUR MISSION
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As聽 WFM Coordination, you will own the workforce function for some of our countries. This includes forecasting, ensuring adherence to schedule and real-time best practices. You鈥檒l be responsible for turning data into action and action into world-class service.聽
THE JOURNEY
Forecasting & Capacity Planning
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Build and refine accurate short- and long-term demand forecasts using historical data, business inputs
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Communicate forecast assumptions, progress, and accuracy transparently to non-WFM teams.
Forecast adherence & productivity
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Ensure optimal staffing across time zones, languages, and channels, while balancing SLAs and productivity.
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Analyze current BPOs performance to identify improvement areas, create action plans and track them.聽
Real-Time Operations (RTA)
- Ensure real-time processes are executed properly by BPOs. Analyze issues and implement process improvements聽
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WHAT YOU WILL BRING TO THE RIDE
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+2 years of experience on Workforce Management on BPOs environments
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Excellent analytical skills
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Hands-on experience with WFM platforms
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Good communication skills
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Good stakeholder management
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SQL is a plus
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Fluent in English; Spanish is a plus.