Puesto:
WORKFORCE MANAGEMENT SUPERVISOR
Descripción del trabajo:
responsible for overseeing and coordinating the daily activities of the workforce team to ensure optimal staffing levels and efficient scheduling. This role ensures service level goals and operational KPIs are met through effective planning, real-time monitoring, and reporting. The WFM Supervisor acts as a liaison between operations, human resources, and other departments to align workforce strategies with business objectives.
Key Responsibilities:
Supervise and guide WFM analysts in forecasting, scheduling, and real-time management activities.
Monitor call volumes, agent productivity, and staffing levels to maintain service level agreements (SLAs).
Analyze historical data and trends to create accurate forecasts and staffing plans.
Develop, implement, and adjust schedules to meet dynamic business needs.
Provide real-time support and make intraday adjustments to optimize workforce performance.
Generate and present WFM performance reports and insights to management.
Collaborate with operations to understand business changes and their impact on workforce planning.
Requisitos:
Bachelor’s degree in Business Administration, Operations Management or a related field (preferred).
3–5 years of experience in scheduling, workforce management, or operations coordination.
Proficiency in Google Suite, (spreadsheets)
Office located in zone 16
English level min. 90%
Salario:
Q8,000.00 TO Q11,000.00
Contacto:
Send your resume to :
hildamorozcoL@gmail.com
4911-6419
Empresa contratante:
BTA - Behavior Treatment and Analysis
Tipo de empleo:
Jornada Completa
Tipo de lugar de trabajo:
Presencial
Fecha de publicación:
5 junio, 2025