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Trabajo : SPS Workforce Manager:Amazon Spain Services

La descripción del trabajo.:

Trabajo :
   » Strong analytical and organization skills, including trend analysis.
   » Proficient wit`h time management.
   » Ability to plan, prioritize and organize effectively / detail-oriented.
   » Demonstrated ability to work independently, take initiative, problem solve, handle multiple tasks, and prioritize daily responsibilities.
   » A thorough knowledge of computer software. Proficient in Microsoft Office, as well as other related applications.
   » Demonstrate flexibility to adapt quickly to departmental changes and conditions.
   » Self-motivated with the demonstrated ability to learn and apply new information quickly, work independently, and take initiative.
   » Demonstrate working knowledge and adherence to all HR & WFM policies, procedures, guidelines, and practices.
   » Excellent written and verbal communication skills are required to interface effectively with staff, managements, and various other internal and external customers.
   » Regular, punctual and consistent attendance.
   » Ability to work in a team oriented environment focused on cross training and sharing workload responsibilities.
   » Abiliy to meet deadlines.
   » Ability to work outside of normal schedule with little or no notice.
   » Ability to perform additonal tasks as assigned.
Job Title: SPS WFM Manager
Reports to: WFM Leader
Location: Barcelona
Position Summary:
Responsible for managing all intraday management processes in support of operations to achieve the business objective of achieving business service level objectives and maximizing efficiency and occupancy. Contribute to consistently achieving service level goals by real-time management of call center resources. Providing leadership teams with timely, accurate reports on intrady performance and impacts.
Major Duties:
   » Attend weekly and daily staffing review meetings with management and forecast / scheduling analysts detailing previous and current week?s performance and forecast performance of remainder of current week and next week, while also identifying risks.
   » Manage intraday service level acceptable goals.
   » Monitor real-time adherence to schedules for call center associates.
   » Initiate escalation procedures when KPI thresholds are exceeded.
   » Manage associate call-in line and update schedules to reflect accurate intraday projections.
   » Recommend overtime or downtime based on day of performance
   » Provide day of impact analysis for outages, staffing shortages, and other unplanned events.
   » Approve real-time request for offline events.
   » Communicate effectively with internal and external customers in accordance with the company?s policies, procedures, guidelines, and common practices.
   » Stay current on internal policies and procedures.
   » Effectively communicate with peers and those we support in the business to ensure high quality and timely completion of work requests.
   » Administration of intraday schedule changes.
   » Perform other duties and assignments as directed.
   » Daily Queue performance reports
   » Upload daily exceptions into Aspect Tool
   » Two years of solid call center experience or one year of workforce management experience required. (External Requirement)
   » 2+ experience working with one or more workforce management systems such as EWFM, IEX strongly desired. (External Requirement)
   » Experience in a fast paced, high-pressure office envirnoment.
   » Previous experience with ACD reporting desired

Competencia/cualificación:

Categorí­a del Empleo: Otras [ Ver todos Otras  ]
Requerimientos de Idioma:
Tipo de Empleo:
Sueldo: No especificado
Titulación: Sin especificar
Experiencia: No especificado
Localización del Empleo: S.L., otro
Tipo de empresa Empleador
Día de envío: 2019/11/09 / Viewed 7 times
Información de Contacto
Empresa: Amazon Spain Services


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