Director de Estrategia de Contactación - Bogotá - Aprende

Descripción

Job Description

We are seeking a highly skilled Director to lead the planning, scheduling, and optimization of workforce operations in our call center.

Key Responsibilities:

1. Workforce Management Strategy and Leadership
   Develop and implement effective Workforce Management strategies to optimize resource planning and achieve KPIs, including service levels, response times, and productivity.
2. Workforce Planning
   Oversee short-term and long-term forecasting and resource planning based on historical data, current trends, and future projections.
3. Scheduling and Real-Time Management
   Design and monitor schedules to ensure optimal shift coverage and operational performance.
4. Data Analysis and Reporting
   Track and analyze key call center metrics, such as Average Handle Time (AHT), abandonment rates, and SLA adherence.
5. Technology Utilization and Process Optimization
   Ensure effective utilization of WFM tools and software to enhance operational efficiency.
6. Leadership and Team Development
   Lead and mentor a Workforce Management team, fostering a culture of high performance and continuous learning.

Qualifications:

• Bachelors degree in Business Administration, Engineering, Statistics, Information Technology, or a related field.
• A minimum of 8 years of Workforce Management experience, preferably in large-scale call center environments.
• Demonstrated ability to manage complex operations and consistently achieve performance targets.
• Advanced proficiency in WFM tools (e.g., Five9, NICE, Verint, or similar).
• Familiarity with Salesforce for customer interaction management and reporting.
• Expertise in data visualization tools such as Excel, Power BI, or Tableau.
• Basic knowledge of SQL or database management is a plus.

About Aprende

Aprende Institute, the leading online education platform for vocational abilities in Latin America and the United States' Hispanic market, offers a wide array of online training and courses, allowing its growing community of 30,000 students to acquire high-demand skills. These skills empower learners to transform their interests into income by starting a new business or a new career. Aprende integrates technology and digital media with traditional instructor-led classroom activities, giving its students a flexible and personalized learning experience, accessible on any device, that monitors students' progress and encourages engaged learning, skill 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.