Resource Optimization Team Lead - Hive - Cloud Support
On-siteLima, Lima Province, Peru
Job Summary
Manage day-to-day operations for the Resource Optimization Team, including work assignment management, shift information flow, and balancing workload, equipment, staffing, and scheduling. Analyze call handling resources, attrition trends, and productivity factors to develop staffing plans with optimum skill mixes, while tracking adherence and reporting off-phone activity. Schedule non-contact activities such as training initiatives, group huddles, and team meetings, and lead cadence discussions with Operations regarding SLAs and WFM deliverables. Liaise with other workstream leaders to address Hive-related deliverables and ensure accountability for all Hive SLAs. Adjust work hours as necessary to meet deadlines, including overtime and evening shifts.
Required Qualifications
- Excellent verbal and written English language skills
- 6-8 years of operational experience in Workforce
- 1-2 years people management
- Experience in workforce management in the customer experience industry
- Strong working knowledge of workforce management concepts (staffing, scheduling, metrics and monitoring)
Desired Qualifications
- Knowledge of end-to-end workforce management processes
- Has a good analytics experience and creation of different forecast models
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