¡Esta propuesta te puede interesar!
En Randstad nos moviliza ayudar a las personas y a las organizaciones a desarrollar todo su potencial. Ese es el compromiso que asumimos como compañía en todo el mundo, un compromiso que nos impulsa a ir más allá para lograr que nuestros clientes y candidatos alcancen el éxito. ¿Cómo lo hacemos?, combinando nuestra pasión por las personas con el poder de la tecnología, creando experiencias más humanas, que nos permitan ser una fuente de inspiración y apoyo para quienes nos eligen. Porque estamos convencidos de que mejores personas hacen mejores empresas.
Why You Should Consider This Role
You love numbers, data and statsYou only use shortcuts in ExcelYou are naturally geared towards identifying trends, finding patterns and solving complex problemsYou treat others with dignity and respect while delivering resultsYou are comfortable dealing with multiple prioritiesYou are a thinker and doer all at the same timeYou go above and beyond in your role because you want to, not because you have to
What You Will Like
The people – we careThe diversity - every day is differentThe excitement – we focus on 'What Matters Most' to our customersThe difference in the value Assurant places on strong leadershipThe opportunity to learn, grow and advance within our fortune 500 global companyCompetitive salary
Key responsibilities:
Analyze call trends, volumes, patterns, staff productivity, attrition rates, and campaign initiatives to forecast call volumes by client and product on a ½ hourly basis for multiple Contact Centers operating up 24 hours a dayReview historical metrics used to forecast daily to real-time metrics to constantly update historical dataComplete staffing analysis and plans for budgetary purposes, including but not limited to complex "what-if" scenarios related to potential new client relationships (RFPs), efficiency scenarios, Digital First initiatives, etc. Develop relationship with various internal customers and clients to obtain necessary information, marketing plans, cycle reports, etc. to ensure accurate forecastingAnalyze and report effects of various marketing initiatives/campaigns by marketing vehicle.Provide daily reports on assigned campaigns that measure effectiveness of forecasting as needed. Participate in projects as team member to obtain marketing projections for new and existing campaigns. Relays relevant information to the WCC (Workforce Central Communications)Carry out reporting assignments of a complex nature. Makes recommendations based on analysis to drive increased staff utilization and reduce expensesAssist the Command Center with allocation of call volume when necessary
Basic Qualifications:
Bachelor's degree or equivalent experience preferred5 + years of experience working in a contact center environment with at least 4 years of workforce management experience with an emphasis in forecasting
Other requirements:
Superior organizational skills, including ability to manage multiple, complex projects simultaneouslyStrong Statistical backgroundKnowledge of Automated Distribution Software and applicationsExperience in building and maintaining relationships with various levels throughout an organizationMS Office including PowerPoint and Project, MS Access, Database structures, Crystal Report Writer, InternetSelf-starter, self-disciplined and target focused but able to work in a matrixed environmentExcellent written and verbal communication skillsProven ability to drive quantifiable business resultsExcellent collaboration skills, team-oriented working styleAbility to work independently and achieve results under time pressureWill need to be able to present to leaders
Preferred qualifications:
Broad knowledge of Aspect eWFM in a virtual call center environmentAvaya and or Rockwell Automated Call Distributor experienceSi consideras que reunís los requisitos para el puesto y te gustan los desafíos, no lo dudes…. ¡Envíanos tu CV!
Nos esforzamos todos los días en crear un entorno diverso y nos enorgullece ser una empresa con igualdad de oportunidades para todas las personas, independientemente de su raza, color, religión, sexo, identidad sexual u orientación sexual, país de origen, genética, discapacidad o edad.
educación
TERCIARIO COMPLETO
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