Real-Time WFM Specialist: Scheduling & Analytics

InterContinental Hotels Group; Ciudad de México; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A global hotel chain is looking for a Specialist Operational Workforce Management in Mexico City. This role involves providing analytical support, optimizing performance for operational teams, and ensuring adherence to WFM policies. The ideal candidate should have experience in call center operations, strong communication skills, and knowledge of workforce management systems. Join us to support our mission to enhance guest experience and operational efficiency.

Formación

• 1 to 3 years of business experience in Call Center or workforce management.
• Knowledge of workforce management systems and terminology.

Responsabilidades

• Monitor agent and queue performance for KPOs.
• Provide customer service and support.
• Serve as contact center hub for operations.
• Complete staff schedules efficiently.
• Report schedule exceptions to Payroll.

Conocimientos

Strong verbal communication

Customer service skills

Spreadsheet document creation

Team working skills

Basic analysis skills

Educación

High School diploma or Associate Degree in Business Administration

Herramientas

Genesys or WFM System

Descripción del empleo

A global hotel chain is looking for a Specialist Operational Workforce Management in Mexico City. This role involves providing analytical support, optimizing performance for operational teams, and ensuring adherence to WFM policies. The ideal candidate should have experience in call center operations, strong communication skills, and knowledge of workforce management systems. Join us to support our mission to enhance guest experience and operational efficiency.