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Workforce & Reporting Assistant

hace 7 meses

Buenos Aires, Argentina Nestle Operational Services Worldwide SA A tiempo completo

**Workforce & Reporting Specialist**_ - Customer Relationship Care_**

**Objetivo del puesto**:
La misión del Workforce & Reporting Analyst es dar soporte al Customer Relationship Center para que cumpla con éxito sus objetivos de performance, optimizando la utilización de los recursos para garantizar una satisfacción de Clientes sustentable y procesos ‘Best in Class’.

**Las principales responsabilidades serán**:

- Construir y actualizar los pronósticos de cargas de trabajo de corto plazo (Forecasting).
- Garantizar la programación de turnos de los recursos (Scheduling).
- Monitorear contactos reales versus pronosticados y optimizar los recursos en tiempo real (Real-Time Monitoring) tanto del equipo interno como del outsourcing.
- Reportar los indicadores necesarios a los líderes de CRC (Reporting).

**Un día en la vida de**
- Darle seguimiento a los KPI´s y performance para poder brindar un feedback semanalmente.
- Comunicarse con los Team Leader de cada equipo para dar aviso ante cualquier evento que surge y brindarle la información que soliciten.
- Revisar los reportes del real time para ver el avance del día y tomar decisiones estratégicas sobre la marcha para lograr los objetivos.
- Comunicación constante con nuestro equipo del outsourcer para estar alineados en la programación del día y hacer cualquier modificación necesaria en el Schedule en base a como avance la carga laboral díaria.
- Llevar a cabo la planificación de los horarios en internal para garantizar la cobertura de los diferentes touchpoints y mantener los níveles de servicio por encima de los targets.
- Estar en constante comunicación y al pendiente de las noticias/proyectos de las diferentes áreas para medir el impacto que pueden tener en nuestro KPI´s y adelantarse en su planificación.
- Diseñar u optimizar los materiales/reportes internos para obtener más información y ayudar a mejorar la calidad en la atención y los níveles de servicio.

**Los requisitos para esta posición son**:

- Experiência comprobable mínima de 2 años en posiciones de planificación, control y reportería en Contact Center **(excluyente).**:

- Formación universitaria en curso o completada de carreras a fines en: Administración, Economía, Actuario o afines **(deseable).**:

- Conocimientos intermedios o avanzados en MS Office **(excluyente).**:

- Inglés intermedio** (excluyente)**:

- Conocimientos en Power BI, SAP o similares **(deseable).**

**Competencias requeridas**:

- Mentalidad analítica, ganadora y orientada a resultados, perfil marcadamente proactivo
- Habilidad para manejar varias actividades simultáneamente.
- Excelentes relaciones interpersonales y fuertes habilidades de comunicación y negociación.
- Alto compromiso con el trabajo en equipo.
- Habilidad para trabajar en un entorno de alto volumen y presión.

**Esperamos tu postulación