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Contact Center - Workforce Management Specialist

AT&T


Location:
Mexico City
Date:
03/27/2017
Job Code:
att4-4155296
Apply on the Company Site
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Job Details

Company AT&T

Job Title Contact Center - Workforce Management Specialist

Jobid att4-4155296

Location: Mexico City, MEX

Description Works in support of Call Center Operation, as member of the WFM Management Team



**Roles and Responsibilities:**

Description: 3 years in administrative capacity Call center



Oversee WFM processes that are facilitated by other members of team of which does not have supervisory responsibilities. Assist in the facilitation of training for center processes and procedures.

Coordinate and facilitate any or all of the following for the Call Center: Forecast and Scheduling, Intraday Operations, Payroll Administration, Attendance Reporting and Trending, Building and Safety Management, Security and Emergency Site Coordination.



**Key Competencies and Skills:**

- Deep understanding of Call center environment

- Workforce Management Operations: Forecasting, Scheduling, Intraday Operations, Call Routing, Payroll Administration, Training coordination

- Desirable experience with NICE IEX Total View WFM and Avaya CMS

- Advanced Excel, PowerPoint, Access a must

- Prefer some experience automating reports/ coding BOTS



**Education and Qualifications:**

BA in Business Administration or equivalent is preferred



**Additional Information:**

- Fully Bilingual (English - Spanish)

- General office skills: word processing, email, spreadsheet management, Advanced excel, Forecast modeling

- Adept at utilization of company-wide system for reporting data and information



Apply on the Company Site

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