Workforce supervisor/Lead - Call center

Descripción de la oferta

We are looking for a dynamic and results-driven professional to lead our Workforce team. The Workforce Supervisor role is key in ensuring smooth daily operations and effective communication across teams. As a Workforce supervisor, you will foster collaboration with internal and external partners to meet daily service level metrics and achieve business goals.


Key Responsibilities:


Ensure adequate staffing coverage by analyzing results within the HOOP.
Monitor the completion and delivery of scheduling tasks assigned to the team.
Ensure that the team consistently possesses the necessary skills related to processes, metrics, responsibilities, office tools, and required applications.
Analyze and document processes related to scheduling and their outcomes.
Define the necessary parameters for the development of reporting in Power BI.
Keep the reporting library up to date.
Provide recommendations to improve results and planning.
Use the Capacity Plan efficiently.

Requirements:



Must have at least 1 year experience leading Workforce teams in similar roles, scheduling and or planning experience is a plus
Must be bilingual in english (B2 level or higher) and spanish, both oral and written language skills
Proficient computer skills including MS Office.
Strong project management, quantitative, and analytical skills
Excellent understanding of WFM concepts
Ability to work with peers and other teams to achieve performance goals and objectives.
Ability to communicate effectively with all levels of management and company personnel.
Ability to make decisions and solve problems under pressure.
Dynamic and good at time management
Ability to maintain the highest level of confidentiality and professionalism.

Why Join Us?


At Iterum, we understand that our people drive our success. As part of our team, you'll enjoy a competitive salary, and a benefits package designed to support both your professional and personal life:

Education Support: At Iterum Colombia, we invest in your future with our education assistance benefit, covering part of your educational expenses and encouraging you to continue your academic and professional development.
Work-Life Balance: Enjoy 5 paid personal days in addition to your vacation days, plus an extra vacation day for each year of service and reduced working hours to support a healthy work-life balance.
Health and Wellness: Benefit from free gym access, and on-site medical services, ensuring that your well-being is always a priority.
Exclusive Discounts: Enjoy discounts at restaurants, theaters, museums, and much more through our partners, along with 10% off at the Courtyard Hotel restaurant, adding value to your everyday life.
Recreational Activities: Participate in weekly fun events, including gaming and team-building activities, to stay connected and energized.
Career Development and Growth: We’re dedicated to your professional growth with development plans, mentorship, and advancement opportunities. Our plan provides a space focused on enhancing your skills and guiding you toward success through a combination of specialized training and practical learning.

Location: Bogotá, Colombia
Work modality: On-site
Salary: $5,000,000 COP

We kindly ask that you apply only if you meet the required experience. Candidates without the relevant background will not be considered.

Requerimientos

• Educación mínima: Universidad / Carrera técnica
• 2 años de experiencia
• Idiomas: Inglés

Palabras clave: callcenter, teleoperador, telefonista, telephonist, telefonico

Hace 9 horas

Acerca de Iterum

Somos una compañía de BPO nueva en el pais, enfocada en crecer y buscar el mejor talento para que haga parte de nuestro equipo de trabajo, el cual ofrece grandes oportunidades de crecimiento y ser parte de este proyecto

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