13 sep
Herbalife
San Pedro Tlaquepaque
Overview:
**Recruiter**:Manuel Garcia
**Manager**: Monica Estrada
**Level**: Staff IV
***:
Calculate Engagement Center workloads based on historical behavior, considering internal (promotions, end of month, etc.) & external atypical events. Monitor forecast accuracy (compliance against the forecast) with the objective of evaluating & improving the predictability model. Provide guidance & feedback in support of the Intraday operation by suggesting staffing adjustments in response to forecasted workload deviations.
**RESPONSABILITIES**:
- Generation of Forecasted Contact Volume (Inbound, Outbound, Chat, SMS, as applicable) for ROM (Rest of Month) & EOM (End of Month) Periods
- Monitoring & Integration of Contact Volume & AHT Trends in the Forecast Model
- Generation of Headcount Requirements by Interval, Day, Week & Month for Inbound, Outbound, Chat or SMS as Applicable
- Monitoring & Integration of Shrinkage Factors into the Staffing Model
- Forecast Accuracy Analysis (Tracking & Evaluation of Actual vs Forecast Results along with Documentation of Influencing Factors)
- Schedule Optimization to Align to Interval HC Requirements
- Intraday Management Support as Needed
- Mid Term Management & Planning of Agent Off Phone & Time Off (Vacation, Unpaid Time Off, etc.)
- Management & Maintenance of WFM Forecasting Tool Configurations (Genesys)
- Engagement Center Performance Results Presentations (KPIs include Staffing Levels, Service Level, Abandonment, Average Handle Time, etc.)
- Participation in the implementation of new technology solutions to improve Engagement Center productivity.
Job Qualifications:
**SKILLS**:
- Data analysis (highly analytical).
- Workload distribution models.
- Advanced Excel
- Attention to Detail
- Capacity for workload and coverage in the short,
medium, and long term (Time management)
- Basic knowledge of Call Center (terminology, concepts, metrics, knowledge/definition of Call Center metrics.
**LANGUAGES**:
English B2 and above.
**REQUIRED EXPERIENCE**:
- Experience working with forecasting models (Simple Linear Regression, Multiple Linear Regression & Time Series such as Naïve, Simple Average, Simple Moving Average, Weighted MA, Exponential Smoothing, Trend Adjusted ES, Curve Fitting, ARIMAS).
- Experience with programming languages for forecasting - (R, Python, etc.).
**EDUCATION**:
- Bachelor's Degree in a number oriented major (Actuarial Science, Economy, Financial Planning, Logistics, Math, Statistics, or any Engineering Degree)
Muestra tus habilidades a la empresa, rellenar el formulario y deja un toque personal en la carta, ayudará el reclutador en la elección del candidato.