Associate Iv, Workforce Administration - Scheduler

Continuum Global Solutions; Monterrey; Presencial; MXN 35,000 - 55,000; Jornada completa

Descripción de la vacante

Una empresa de soluciones globales busca un WFM Scheduler para gestionar el cálculo de requisitos y crear horarios efectivos. El candidato ideal debe tener educación vocacional intermedia, habilidades en comunicación, colaboración y análisis, así como familiaridad con sistemas WFM. Se buscan personas proactivas con fuertes habilidades resolutivas y conocimiento en MS Office. El puesto es esencial para asegurar la eficiencia operativa y cumplir con los KPI del proyecto.

Formación

• Proficiencia operativa efectiva en inglés y otros idiomas requeridos.
• Habilidades matemáticas y analíticas básicas.
• Conocimiento elemental del proceso WFM.

Responsabilidades

• Crear requisitos netos y brutos para cada flujo de trabajo.
• Revisar y procesar solicitudes de operaciones para actividades y horarios.
• Crear horarios de empleados con herramientas automatizadas WFM.

Conocimientos

Comunicación efectiva

Colaboración

Análisis

Proactividad

Resolución de problemas

Conocimiento de sistemas WFM

Educación

Educación Vocacional Intermedia (Diploma de Secundaria o GED)

Título universitario en negocios o matemáticas

Herramientas

MS Office (Word, Excel, Outlook)

Sistemas WFM (NICE IEX 6.4 o InVision)

Descripción del empleo

Continuum Global Solutions, LLC.

¿Quiénes somos?

Todos los aspirantes cualificados serán considerados para su contratación, independientemente de su raza, color, credo, religión, genero, orientación sexual, identidad de género, embarazo, nacionalidad/ascendencia, ciudadanía, edad, discapacidad, estado civil, militar/veterano, información genética y demás características protegidas por las leyes locales, estatales y federales.

Pupose of the position

Responsible to deliver the requirement calculation for all workflows and providing schedules which match with these requirements and all applicable guidelines, availabilities and regulations. All these tasks are performed in such a way that optimal use of resources and a most effective occupancy of the workforce is realized and project KPI's can effectively be met.

Key task & result areas

• Creating a net and gross requirement for each of the workflows based on information collected from capacity plans, forecast files and other by the WFM Planner provided documentation
• Reviewing and processing requests from operations for activities, time off and exceptions into the schedules, based on provided guidelines, capacity and regulations
• Creating employee schedules with the automated WFM tool used for the specific accounts
• Fine tuning the outcome of the automated schedule creation process to optimize the schedules against the requirement, with the goal to minimize schedule deviation and schedule inefficiency.
• Control if all special characteristics and requests for the schedule are processed correct by the system or during the fine tuning of the schedule, also in accordance with labor laws and other guidelines or standard procedures
• Complete the Standard Work Instruction for Schedulers and assure the log file and other checklists are completed prior to handing over the schedule to WFM Intraday Management
• Actively participate and provide suggestions and solutions during schedule approach review
• Create and maintain availability points or other settings for flex scheduling or other schedule methods
• Maintain and adjust agent configuration in the WFM tool used for the accounts a schedule is provided to
• Performs all mother duties as assigned

Social interaction

The WFM Scheduler performs various activities in close consultation and collaboration with the WFM Planner.

Outside the WFM department the WFM Scheduler collaborate with and has frequent contact with operational management (team leaders and operational management) regarding requests and approaches in regards to the schedules.

Job Requiremets

Education

• Intermediate vocational education (High School Diploma or GED) unless regionally different. (required).
• College degree with business or mathematics (preferred)

Minimum skills to hire

• Effective operational language proficiency of Business English and any other required languages to perform the job (e.g. the language of the business location)
• Basic proficiency of mathematical and analytical skills
• Basi_c proficiency of communication skills_
• Strong collaboration skills
• Basic computer skills and elementary proficiency and knowledge of MS Office (Word, Excel and Outlook) and Windows/Mac OS X
• Ability to focus on performance and results, and to act accordingly
• Problem solving skills
• Analytics experience or training
• Knowledge of and/or experience with WFM systems, preferably NICE IEX 6.4 or InVision
• Knowledge of the COPC methodology
• Result-oriented collaboration
• Proactivity
• Elementary knowledge of the complete WFM process, specific calculations, procedures, tools and terminology
• Effective communication & feedback
• Elementary knowledge, skills and experience with scheduling

Key values

• Be an expert - power of knowledge
• Take ownership of (WFM) processes
• Take responsibility of performance and quality
• Make decisions (to improve) - use your knowledge
• Act (instead of report and expect someone else to act)