Resource Planning Specialist, CS Workforce Management

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

Netflix is one of the world's leading entertainment services, with over 300 million paid memberships in over 190 countries enjoying TV series, films and games across a wide variety of genres and languages. Members can play, pause and resume watching as much as they want, anytime, anywhere, and can change their plans at any time.

Summary of the Role

The Resource Planning Specialist is responsible for the creation of schedule requirements needed to meet weekly, daily and interval level customer demand. In this role, you’ll create both the requirements and schedules that align with contact arrival patterns across multiple support channels and then allocate those requirements and schedules across a vast vendor network to be fulfilled by our BPO’s. You’ll need to account for unique labor laws and restrictions, different time zones and work patterns, to be successful. This role works closely with capacity planning and operations to ensure our BPO’s are fulfilling the schedule requirements provided to them.

Responsibilities

• Develop and allocate macro-level schedule requirements and other resource planning outputs across multiple sites, languages, channels and partners, while ensuring the reliability and quality of underlying data.
• Measure and incorporate appropriate schedule shrinkage, inflexibility, and other real-life factors influencing staffing against forecast requirements.
• Ensure BPOs are assigning agents to schedules according to the contact arrival patterns of the customer, accounting for seasonality, multi-channel capabilities, schedule inefficiencies and unique market nuances and labor laws.
• Identify and execute against opportunities to optimize operational metrics through creative scheduling analysis and recommendations.
• Work with our internal and BPO partners, ensuring we are operating in the most efficient manner possible while creating a foundation through resource planning that ensures we’re delivering short wait times and enables operational excellence.

Qualifications and Competencies

• BA/BS degree or equivalent work experience
• 3+ years of workforce management and/or back-office operations management in a diverse support environment
• 2 + years of experience developing schedules and other resource planning outputs in a workforce management platform
• Experience gathering, normalizing and interpreting data to produce insights
• Problem solving, and analytical skills
• Ability to communicate to various levels within the organization
• Demonstrated ability to multi-task and re-prioritize accordingly
• Experience in contact centers

Inclusion is a Netflix value and we strive to host a meaningful interview experience for all candidates. If you want an accommodation/adjustment for a disability or any other reason during the hiring process, please send a request to your recruiting partner.

We are an equal‑opportunity employer and celebrate diversity, recognizing that diversity builds stronger teams. We approach diversity and inclusion seriously and thoughtfully. We do not discriminate on the basis of race, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, or military service.