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WFM Mission Controller
Image Icon Nicaragua · Work from home
Category Administrative
Requisiton 1025

WFM Mission Controller

What We’re Looking for ⬇️


Requirements:

Education:

  • Minimum one approved semester of college, technical or technological studies.
  • Recommended degrees: Engineering, Economy, Statistics, or other related fields.
  • Desirable: Knowledge of programming languages such as SQL.

Work Experience:

  • Minimum 6 months of external BPO experience, as Payroll Controller, in Reporting, or any other WFM-related role.

Technical Skills:

  • Advanced Excel knowledge >= 70%
  • High English level: Versant >= 57
  • Advanced logical-mathematical competence >= 80%

Competences and Specific Skills:

  • Achievement-oriented attitude.
  • Analytical skills.
  • Management skills.
  • Planning and organization abilities.
  • Problem-solving skills.
  • Good judgment.

Responsibilities:

  • Perform permanent tracking, monitoring, and alerting of operation discrepancies and deviations compared to what was planned; call volume and forecasts to generate alerts in real-time to maximize available staff management.
  • Communicate intraday behaviors that are generated in real-time from emerging metrics, by interval and closing of the operation, to Supervisors, Floor Managers, Account Managers, and the WFM team.
  • Constantly verify attendance of the scheduled staff and their connection states to have enough resources to meet demand and to execute the company's security policies in relation to Active Directory.
  • Constantly review queue times and skill priorities to maximize service levels, line adherence, or metrics at hand.
  • Perform other duties as assigned.