Job 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 general 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.
Monitor key performance indicators r
📌 Operational Team Leader (Ciudad de México)
🏢 UL Solutions
📍 Ciudad de México
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