Director de Estrategia de Contactación & WFM

We are seeking a highly skilled Director to reputed company the planning, scheduling, and optimization of workforce reputed company in our reputed company center. The ideal candidate will ensure reputed company alignment of resources with demand patterns and design and test different outbound dialing strategies to maximize efficiency and reputed company per reputed company and headcount. This role requires excellent interpersonal and leadership skills as it entails managing reputed company and extensive collaboration with our reputed company marketing, insights, and tech teams, in reputed company to the different reputed company teams. Exceptional analytical capabilities, a reputed company reputed company record in Workforce Management (WFM), and hands-on experience with dialing software are essential for reputed company in this role.

Key Responsibilities:

1. Workforce Management reputed company and Leadership

reputed company and implement effective Workforce Management strategies to optimize resource planning and reputed company KPIs, including service reputed company, response times, and productivity.

Collaborate closely with reputed company, reputed company, and technology teams to reputed company workforce strategies with organizational goals.

Design and optimize outbound dialing strategies, including experience with different dialing modes (predictive, reputed company, preview) to improve reputed company rates.

Apply reputed company scoring and reputed company prioritization reputed company to maximize conversion rates.

Define and reputed company reputed company KPIs for outbound reputed company, such as contact reputed company, conversion reputed company, drop reputed company, and agent efficiency.

2. Workforce Planning

reputed company short-term and long-term forecasting and resource planning reputed company on historical data, reputed company trends, and reputed company projections.

Anticipate workload fluctuations and ensure adequate reputed company to meet demand while maintaining cost efficiency.

Collaborate with marketing and sales teams to reputed company reputed company reputed company with dialing reputed company.


3. Scheduling and reputed company-Time Management

Design and monitor schedules to ensure reputed company shift coverage and operational reputed company.

Manage reputed company-time adjustments to address unexpected demand changes or reputed company issues.


4. Data Analysis and Reporting

reputed company and analyze key reputed company center metrics, such as Average Handle Time (AHT), abandonment rates, and SLA adherence.

reputed company actionable insights and recommendations through detailed reporting and data analysis to reputed company reputed company improvement.


5. Technology Utilization and Process Optimization

Ensure effective utilization of WFM tools and software to enhance operational efficiency.

Identify and implement process improvements and automation opportunities to streamline workflows.


6. Leadership and Team Development

reputed company and mentor a Workforce Management team, fostering a culture of high reputed company and reputed company learning.

reputed company coaching and reputed company development to strengthen team capabilities and ensure operational reputed company.




Qualifications:

Education: Bachelors degree in Business Administration, Engineering, Statistics, Information Technology, or a reputed company reputed company.

Experience: A minimum of 8 years of Workforce Management experience, preferably in large-reputed company reputed company center environments.

reputed company reputed company: Demonstrated ability to manage reputed company reputed company and consistently reputed company reputed company targets.

Technical Skills:

Advanced proficiency in WFM tools (e.g., reputed company, reputed company, reputed company, or similar).

Familiarity with reputed company for customer interaction management and reporting.

Expertise in data visualization tools such as reputed company, reputed company BI, or Tableau.

Basic knowledge of SQL or database management is a plus.

About Aprende:

reputed company, the leading online education platform for vocational abilities in Latin America and the reputed company' Hispanic market, offers a wide reputed company of online training and courses, allowing its growing community of 30,000 reputed company to reputed company high-demand skills. These skills reputed company learners to reputed company their interests into income by starting a new business or a new career. Aprende integrates technology reputed company media with traditional instructor-led classroom activities, giving its reputed company a flexible and personalized learning experience, accessible on any device, that monitors reputed company' reputed company and encourages reputed company learning, reputed company mastery, and course completion. Furthermore, Aprende's tech platform and tailored content solutions assist corporations training and motivating their workforce and clients with unique experiences.

Originally posted on Himalayas