WFM, RTA Supervisor

Concentrix - CA; Mérida; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A leading customer engagement services provider is seeking a WFM, RTA Supervisor in Mérida, Yucatán. This role requires the individual to lead WFM operations while interfacing with clients to enhance efficiency. Candidates should have at least 2 years in a leadership role and relevant experience in WFM. Proficiency in English and advanced Excel skills are required. This full-time position offers the opportunity to develop strategic team dynamics and manage resources effectively.

Formación

• Minimum 1 year experience interfacing with senior program leadership.
• Flexibility of schedules is required.
• At least 2 years experience in WFM.
• Minimum of 2 years in leadership positions.
• Experience of 1 year in personnel management is required.
• Experience in Global WFM Operations is a plus.

Responsabilidades

• Interface with customers delivering WFM solutions, improving efficiencies.
• Supervise the Resource Planning area for resource projections.
• Collaborate with Implementation Department on scheduling and monitoring.
• Work alongside Human Resources on performance evaluations and promotions.
• Develop strategic actions to enhance team commitment and motivation.

Conocimientos

Customer Interface

Leadership

Orientation to results

Analysis and decision-making

Planning and organization capacity

Adaptability to change

Creativity and innovation

Personnel management

Attention to details

Educación

Graduate or student in Business Administration, Industrial Engineering, Systems Engineering or related fields

Herramientas

Excel

Microsoft Office

Visual Basic

Avaya CMS

IEX

BluePumpkin

Cisco

CIC

Descripción del empleo

Job Title

WFM, RTA Supervisor

Job Description

The Senior Supervisor WFM is responsible for leading and managing both WFM operations, internal operations and external clients. Several programs require WFM to manage Forecasting, Resource Planning, Scheduling, Reporting, Real Time Analysis and Projects.

Main Responsibilities

• Interface with customers in delivering WFM solutions to the customer including improving efficiencies.
• Supervise the work carried out by the Resource Planning area, so that the projections and calculations of the human resources and space necessary to meet the existing or future business needs are carried out.
• Work in conjunction with the Implementation Department, monitoring the scheduling, supervising the monitoring team in real time, tracking the generation of reports and projects needed to make the business more efficient.
• Working in conjunction with Human Resources in topics related to performance evaluation, staff promotions, motivational activities, etc.
• Develop and implement strategic actions to ensure a high level of commitment and motivation of all team members with the organization, as well as effective actions to improve the engagement within WFM ensuring that each member of the team to be aware of its responsibilities and the impact of its decisions in short and long term, among others.

Requirements

• Minimum 1 year experience interfacing with senior program leadership
• Flexibility of Schedules
• At least 2 years experience in WFM
• Minimum of 2 years in leadership positions
• Experience of 1 year in personnel management - Required.
• Experience in Global WFM Operations is a plus.

For Internal Candidates

• No active disciplinary processes
• Meeting or exceeding all metrics in your current role for the last year.

Skills

• Customer Interface.
• Leadership.
• Orientation to results.
• Analysis and decision-making
• Planning and organization capacity
• Adaptability to change.
• Creativity and innovation.
• Personnel management
• Attention to details.

Knowledge

• English - Advanced
• Excel Advanced Level - Required
• Visual Basic - Desirable
• Excel - Advanced
• Call Center Operations Knowledge - Advanced
• Microsoft Office - Advanced
• Knowledge of software and applications such as: Avaya CMS, IEX, BluePumpkin, Cisco, CIC among others - Desirable
• Payroll Processes - Desirable
• Strategic Planning - Advanced
• Excellent verbal and written communication

Studies & Experience

• Graduate or student in the careers of: Business Administration, Industrial Engineering, Systems Engineering or related careers - Required.
• 2 years experience in the Call Center or WFM area preferably at management levels - Desirable
• Completed WFM courses - mandatory. (For internal candidates only)

Location: MEX Merida - EDIFICIO TORRE INDICO Calle 60 #1 Av. PROL. PASEO MONTEJO COLONIA VÍA MONTEJO

Language Requirements

English - Advanced

Time Type

Full time

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