Supervisor Senior de Workforce Management (WFM)
Concentrix
Buscamos un(a) Supervisor Senior de Workforce Management (WFM) con sólida experiencia en call center, responsable de la planificación, monitoreo y optimización de recursos para asegurar el cumplimiento de niveles de servicio y eficiencia operativa.
Responsabilidades principales
- Liderar al equipo de WFM (RTA, Forecast, Scheduling) .
- Supervisar la planeación de demanda, pronósticos y elaboración de horarios.
- Monitorear la operación en tiempo real y asegurar cumplimiento de SLA y KPIs .
- Analizar tendencias de volumen, desempeño y productividad.
- Implementar estrategias para optimizar headcount, capacidad y eficiencia operativa .
- Coordinar con áreas de operaciones, capacitación y calidad.
- Generar reportes ejecutivos y presentar insights a nivel gerencial.
- Asegurar control de adherencia, shrinkage y occupancy .
Requisitos
- Licenciatura concluida (Ingeniería, Administración, Actuaría o afín).
- Experiencia mínima de 2–4 años en WFM en Call Center .
- Experiencia liderando equipos de WFM.
- Conocimiento avanzado en forecasting, capacity planning y scheduling .
- Dominio de métricas: SLA, AHT, shrinkage, occupancy, service level.
- Manejo de herramientas WFM (Genesys, NICE, Avaya, Verint o similar).
- Excel avanzado (indispensable).
- Alta capacidad analítica, liderazgo y toma de decisiones.
- Español nativo o avanzado.
Ofrecemos
- Seguro de vida.
- Seguro de gastos médicos menores.
- Prestaciones de ley (IMSS desde el primer día).
- Oportunidad de crecimiento.
- Capacitación pagada desde día de ingreso.
- Atención medica: Por parte de la enfermería de la empresa.
- Alianzas comerciales: Descuentos en establecimientos comunicados por la compañía.
- Universidad virtual para tu desarrollo continuo.
- Programa de asistencia Financiera, legal y psicológica gratuita.
Vacante publicada el 1 día atrás
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