Analista De Gestión De Recursos

Summary: - Coordina las funciones de planificación de capacidad y/o demanda para una unidad de negocio o segmento.
- Responsable de proyectar con precisión la demanda de contacto semanal por canal(s) y/o administrar la precisión de la oferta del personal de la empresa y garantizar los niveles de personal adecuados para manejar la demanda prevista.
- Define tanto estrategias a largo plazo como necesidades de mano de obra en constante cambio, a corto plazo e inmediatas.

Principal Responsibilities:

- Updates organizational information to ensure best data for distributing schedules by manager and Line of Business
- Performs scenario analysis to simulate various assumptions, volumes and provides recommendations to best case for operational effectiveness
- Informs management of Queue trends and service level issues.
- Identifies opportunities for process improvements.
- May mentor/coach less experienced team members.
- Executes business continuity and recovery plans as defined by management.

Skills:

- Advanced English and Spanish is a must.
- Basic knowledge of scheduling and real time principles and strategies, including agent skilling, shrinkage and call routing
- Basic knowledge of forecasting/planning models and queue metrics to ensure accurate hiring plans to forecasted call volume/headcount
- Basic PC skills in Microsoft Excel

Experience:

Typically requires less than 2 years of related experience in a professional role with a Bachelor's degree; or equivalent experience.