Description
Workforce Management & Operational Planning
- Develop and implement workforce management strategies to optimize case distribution and resource allocation.
- Monitor workload distribution across teams and ensure assignments are aligned with employee certifications, skills, and capacity.
- Analyze workforce utilization, case volumes, productivity trends, and operational bottlenecks.
- Identify opportunities to improve efficiency, reduce workload imbalances, and support business objectives.
- Partner with operational leaders to establish objective and scalable workload assignment processes.

Training & Certification Management
- Coordinate training programs across GBS, Customer Care, and Market Leadership teams.
- Identify training needs through quality findings, operational metrics, performance trends, and stakeholder feedback.
- Develop certification roadmaps to support employee growth and operational readiness.
- Manage and track employee progression through certification levels (White Belt, Yellow Belt, Green Belt, Black Belt).




- Coordinate with certified trainers and subject matter experts to deliver learning programs and certification activities.
- Ensure training materials, practice scenarios, and learning resources are current and effective.

Quality & Continuous Improvement
- Review quality findings and operational trends to identify recurring issues and skill gaps.
- Partner with leaders to implement targeted training and reinforcement plans.
- Monitor quality metrics and support initiatives aimed at achieving and maintaining service excellence targets.
- Collaborate with regional and integral stakeholders to benchmark best practices and implement continuous improvement initiatives.
- Support operational audits and track corrective actions resulting from quality assessments.

Analytics & Reporting
- Analyze operational and workforce data using reporting tools and dashboards.
- Translate complex data into actionable insights and recommendations.
- Mo

📌 Workforce Management Leader (México)
🏢 UL Solutions
📍 México