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.
* Monitor ke

📌 Operational Team Leader (México)
🏢 UL Solutions
📍 México