Global Resource Planning & Scheduling Specialist

Netflix; Ciudad de México; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A global entertainment service based in Mexico is seeking a Resource Planning Specialist. This role involves optimizing scheduling and resource allocation to meet customer demand across various support channels. Candidates should have a BA/BS degree and over 3 years of experience in workforce management, specifically in contact centers. The ideal candidate will excel at problem-solving and analytical skills, and will be responsible for ensuring resource planning aligns with operational excellence.

Formación

• 3+ years of workforce management in a diverse support environment.
• 2+ years of experience developing schedules in a workforce management platform.
• Experience in contact centers.

Responsabilidades

• Develop and allocate schedule requirements across multiple sites and channels.
• Measure and incorporate schedule shrinkage and other staffing factors.
• Ensure BPOs assign agents according to contact arrival patterns.
• Identify opportunities to optimize operational metrics through scheduling.
• Work with internal and BPO partners for efficient operations.

Conocimientos

Problem solving

Analytical skills

Ability to communicate effectively

Multi-tasking

Educación

BA/BS degree

Descripción del empleo

A global entertainment service based in Mexico is seeking a Resource Planning Specialist. This role involves optimizing scheduling and resource allocation to meet customer demand across various support channels. Candidates should have a BA/BS degree and over 3 years of experience in workforce management, specifically in contact centers. The ideal candidate will excel at problem-solving and analytical skills, and will be responsible for ensuring resource planning aligns with operational excellence.