Specialist, WFM Real Time in Mexico DF, DF, MX at TTEC

Date Posted: 9/7/2018

Job Snapshot

Job Description

Notice to external Recruiters and Recruitment Agencies : TeleTech does not accept unsolicited headhunter and agency resumes. Headhunters and recruitment agencies may not submit resumes/CVs through this web site or directly to any employee. TeleTech, and any of our subsidiaries, will not pay fees to any third-party agency or company that does not have a signed agreement with TeleTech.
 
 
 
SPECIALIST I
WORKFORCE MANAGEMENT :
 
    Requirements :
 
§WFM Specialists are responsible to understand the contractual parameters of the client; schedule adherence, in-chair occupancy, average call handle time; tracking and trending call volume history; tracking associate absenteeism and other components of the overall work flow.
§WFM Specialists provide, coordinate, analyze and consolidate all schedule adherence data in order to deliver processes and project work in a timely and accurate manner following company and client requirements and standards.
§The WFM Specialists are responsible for presenting production reports and data analysis. work closely on day-to-day basis with operations Team Leads.
§WFM Specialists are expected to have a thorough working knowledge of TeleTech’s policies and procedures related to WFM duties and client specific requirements and expectations of service level.
 
Main Responsibilities :
  §Strong understanding of Teletech’s business, core values, and goals
§High level of integrity, honesty, and judgment
§Math/statistics and computer proficiency
§Ability to respect and ensure strict confidentiality of customer data
§Demonstrated multi-tasking capability and proven success in fast paced environment
§Strong verbal and written communication skills
§Working knowledge of applications such as MS Office(Excel, Outlook, PowerPoint), or ability to learn technology quickly
§90% English (read, write and spoken)
§Schedule flexibility & Full time availability
Experience preferred