In this role, you will…
- Provide real-time monitoring to Operations Units.
- Create reports of daily activity on demand.
- Provide real-time analysis of incoming volume.
- Evaluate headcount risks.
- Constant revision of Keep Performance Indicator (KPI) results and redirection of undesired situations.
- Active communication with stakeholders to provide updates regarding Keep Performance Indicator (KPI) degradation.
- Proactive action plans to maintain operation stable as reskilling techniques and Keep Performance Indicator (KPI) adjustments.
- Active communications with the Analyst team to provide insight regarding situations detected as scheduling needs, increased absenteeism, etc.
- Managing preplan activities, rescheduling, or modifications based on organizational needs.
- Absenteeism and lateness reporting and monitoring.
- Deliver WFM basic training to new hires in production.
- Use Twilio Dashboards and reports to provide visibility regarding organizations' needs.
Typically:
- High School Degree. Technical Degree is a plus.
- 2-4 years of related experience.
- Proficiency in English.
- Strong communication capabilities, both written and verbal.
- Problem-solving skills in a fast, busy environment with attention to detail and decision-making skills.
- Team player capabilities, strong communication skills, both written and verbal.
- Proficiency with computers and standard software programs (Excel, Word, outlook, skype, MS Teams) is a plus.
- Time management skills with prioritization capabilities according to the urgency of tasks in progress.
- Basic Excel certification.
- Real-time analytics certification course.
