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North American Production Sharing de México, S.A. de C.V.
North American Production Sharing Inc.
Maquiladora (Export.)
Actividad principal
Administración de maquiladoras.

Workforce Clerk (call Center)

Descripción y detalle de las actividades


The Real-Time Adherence Specialist is responsible for ensuring real time adherence is maintained in assigned campaigns within the call center. Schedule adjustments for meetings, trainings and off-phone are also administered in real time throughout the scuecal planning and schedule adjustments, intra-day management, and historical trend analysis to ensure the call center achieves service levels and key performance indicators on a daily and interval basis. Key responsibilities include operational, procedural, and data analysis to achieve service level objectives, improve efficiencies, and deliver a world-class customer experience while controlling expenses. Areas of focus include, but are not limited to scheduling, daily staffing requirements, forecasting procedures, service level, outliers, handle times, shrinkage, occupancy, and other call center metrics. Daily and ad-hoc report generation, intra-departmental communication and relationship building are key aspects of this role.

Primary Responsibilities

• Intraday management and response plan implementation to ensure schedule adherence, respond to unplanned call, staffing, and handle time variances
• Daily schedule and activity maintenance within WFM scheduling software and Call center platform software tools
• Perform time-off data entry responsibilities within WFM scheduling software
• Provide trend analysis and feedback to management team to improve call, handle time, and shrinkage forecasts
• Assist with daily, weekly, monthly, and ad-hoc reporting for management team
• Provide back-up support for forecasting and scheduling processes
• Communicate daily with multiple lines of business to ensure active involvement in scheduling,

Experiencia y requisitos

Position Requirements:

• Bachelor’s degree preferred
• Minimum of 5 years inbound call center experience in a call center with 200+ agents
• Experience with one of the following systems is required: Aspect, Verint, Five9, Genesys, or IEX
• Must be proficient in MS Excel, and have a solid background in all MS Office products
• Knowledge in SQL Server Management a plus (preferred, but not required)
• Strong analytical and problem-solving skills. Experience analyzing, interpreting and summarizing complex data as it relates to call center technologies and processes
• Proven communication across all levels including front-line associates, management, peers, and senior management

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Información Adicional
Vacantes 2
Contrato Permanente
Área Administración Operativa
Estudios Carrera Profesional
Turno Diurno
Sexo Indistinto
Horario Monday - Friday
Jornada Tiempo Completo

Reclutamiento Indirecto
Correo electrónico
(664) 969-4600 Ext. 4666
Vía Rápida Poniente No. 16955-58
Colonia ó fracc.
Río Tijuana, 3ra. Sección
Tijuana, Baja California
Sitio web corp.
Sitio web local