Jobs at Netflix in Mexico

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.