Scheduling Specialist - Bogota, Colombia - IntouchCX

IntouchCX

Empresa verificada

Bogota, Colombia

hace 2 días

Publicado por:

Carolina González

beBee Recruiter

Descripción

About IntouchCX

IntouchCX is a prominent player in the field of customer experience management, digital engagement, and AI and automation solutions. With a focus on curiosity, creativity, and innovation, we strive to deliver outstanding outcomes. Over the past two decades, we have evolved into a key disruptor in the industry, nurturing enduring partnerships with our brand collaborators and empowering our team to foster positive transformations.

About the Position

We are seeking a skilled Scheduling Specialist to collaborate closely with our Operations and Workforce Management Team in aligning original schedules with projected workloads. Reporting to the Resource Planning Manager, this role involves continuous analysis and enhancement efforts.

Responsibilities of the Role

Support schedule and tracker management to ensure accurate schedule generation.
Analyze customer contact trends to optimize resource allocation.
Maintain schedule data for employees across various locations using specialized software.
Ensure precise and up-to-date employee records.
Regularly review and update trackers related to metrics like headcount and absenteeism.
Adjust parameters in the Workforce Management System for efficient resource scheduling.
Collaborate with the Operations Team to align availabilities with business requirements.

Requirements for the Role

Completion of a post-secondary program or certification in Business Administration (equivalent work experience and education will be considered)
Familiarity with workforce management systems (desirable)
Proficiency in Microsoft Excel (desirable)
Understanding of contact center operations, functions, and workflows
Strong technical aptitude, analytical mindset, and problem-solving capabilities
Exceptional attention to detail and accuracy
Ability to thrive in a dynamic, innovative work environment
Excellent organizational and project management skills
Outstanding written and verbal communication abilities
Capacity to work independently and collaboratively in a fast-paced, entrepreneurial setting