Líder Estratégico de Contactación y WFM

Aprende Institute; Colombia; Presencial; COP 293.772.032 - 367.215.041; Jornada completa

Descripción de la vacante

A leading online education platform in Colombia is seeking a Director to lead workforce operations in their call center. The role requires excellent leadership and interpersonal skills, with a focus on optimizing resource planning and managing a skilled team. Candidates should have at least 8 years of experience in Workforce Management, familiarity with WFM tools, and strong analytical capabilities. This position offers the opportunity to drive efficiency and revenue through innovative strategies and collaboration across various teams.

Formación

• Minimum of 8 years of Workforce Management experience, preferably in large-scale call center environments.
• Demonstrated ability to manage complex operations and consistently achieve performance targets.
• Advanced proficiency in WFM tools.

Responsabilidades

• Develop and implement effective Workforce Management strategies.
• Collaborate with operations, quality, and technology teams.
• Design and optimize outbound dialing strategies.
• Track and analyze key call center metrics.
• Lead and mentor a Workforce Management team.

Conocimientos

Workforce Management (WFM)

Analytical skills

Leadership

Collaboration

Data analysis

Communication skills

Educación

Bachelor's degree in Business Administration, Engineering, Statistics, Information Technology, or related field

Herramientas

Five9

NICE

Verint

Salesforce

Excel

Power BI

Tableau

SQL

Descripción del empleo

A leading online education platform in Colombia is seeking a Director to lead workforce operations in their call center. The role requires excellent leadership and interpersonal skills, with a focus on optimizing resource planning and managing a skilled team. Candidates should have at least 8 years of experience in Workforce Management, familiarity with WFM tools, and strong analytical capabilities. This position offers the opportunity to drive efficiency and revenue through innovative strategies and collaboration across various teams.