Detalle de la Oferta

Descripción de la Oferta

ACCOUNTABILITIES:

Monitors and tracks capacity, productivity performance and changing volume trends while being cognizant of service objectives. Acts as a coordinator and facilitator for business in weekly headcount and capacity meetings, confirming hiring plans, actual headcount, reviewing current and future capacity, risk to business, upcoming events and program/pilot launches and ensures that actions are taken that result in managing to the published hiring plans. Tracks change of status (terminations, new hires, transfers) for production and support functions in the business, compares to plan and adjusts the plan accordingly to ensure proper handling of customer contacts according to financial and business objectives that have been established. Partners with business to understand volume drivers, channel mix shifts and/or discuss appropriate assumptions used in the monthly/quarterly forecast process. Creates the quarterly financial forecast demand and/or headcount plan for the business in coordination with finance and the senior leadership team, which becomes the operational opex plan for the quarter and subsequent quarters. Determines type of headcount (part-time, full-time, assigned worker, Dell-badged) and site location to align with opex scaling goals. Works in coordination with finance to ensure that headcount plan does not exceed financial forecast budget on a quarterly level and budgeted headcount in updated outlook model within guidelines of financial forecast objectives. Plans and monitors the contact volumes by LOB/Queue to ensure that the Business meets their objectives for managing customer contacts. Creates and develops standard volume forecast, including tracking actual and interfacing with Finance and Reporting teams when data gaps occur or questions arise. Develops outsource partner monthly interlocks to ensure capacity is adjusted to meet monthly call trends and business changes. Provides guidance to business initiatives and validates business assumptions to enhance customer support capabilities or reduce costs. Provides analytical support surrounding business impact associated with initiatives, network changes and/or service offer attach rates.

Requirements:

- Bilingual (English & Spanish)
- 1-2 years experience in resource management.
- Negotiation and analytical skills
- Excellent written and verbal communication skills.
- Well developed interpersonal skills
- MS Office Suite Skills Requested/Nice to have:
- Salesforce, ServiceEdge experience
- Portuguese capability

Experiencia Requerida

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