Workforce Specialist II – Call Center

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🕒 Julho 20

🌐 México, Brasil – Remoto

🇲🇽 México – Remoto 🇧🇷 Brasil – Remoto

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

📞 Representante de Call Center

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Capgemini

SiteLinkedInTodas as Vagas

10.000+ funcionários

Fundada em 1967

💼 Consultoria

🏥 Saúde

📦 Logística

Consulting • Healthcare • Logistics

A Capgemini é líder global em parceria com empresas para transformar e gerenciar suas operações aproveitando o poder da tecnologia. Com expertise em uma ampla gama de setores, como aeroespacial, automotivo, bancário e saúde, a Capgemini oferece um portfólio de serviços em constante evolução para atender às necessidades, em constante mudança, de seus clientes. Suas ofertas incluem Cloud, cibersegurança, dados e inteligência artificial (IA), e gestão empresarial, entre outras. A Capgemini também enfatiza inovação e sustentabilidade, ajudando as empresas a alcançar a transformação digital enquanto promove a responsabilidade ambiental e social. Além disso, a Capgemini oferece oportunidades de carreira em diversos níveis e profissões, incentivando a inovação e a diversidade em sua força de trabalho.

Descrição

• Develop and maintain long-term workforce forecasts based on business demand, seasonal trends, staffing levels, and operational goals • Execute forecasting and scheduling processes to ensure optimal staffing and service level performance across multiple business units • Conduct workforce analysis to evaluate the impact of operational changes, new initiatives, tools, or process updates on staffing requirements • Provide recommendations and insights to business leaders regarding workforce planning, staffing strategies, and schedule optimization • Partner with Finance to support budgeting, financial forecasting, capital planning, and business case development • Build and maintain strong relationships with operational leaders, vendor teams, Strategic Execution, Finance, Compliance, and other key stakeholders • Analyze call volume trends, workload drivers, shrinkage factors, and workforce performance metrics to support decision-making • Support complex scheduling activities, including shift bids, PTO planning, and capacity management initiatives • Participate in monthly and quarterly business reviews to assess forecast accuracy and workforce performance • Communicate workforce insights, risks, and recommendations to senior leadership and business partners • Utilize statistical forecasting methods and workforce management tools to improve planning accuracy • Identify opportunities for process improvements, automation, and operational efficiencies within workforce management practices • Serve as a subject matter expert on workforce planning and forecasting initiatives within project teams and working groups

🎯 Requisitos

• Experience in Workforce Management (WFM) required • Contact center experience preferred • Workforce forecasting and capacity planning experience preferred • Strong experience with workforce forecasting, scheduling, capacity planning, and service level management • Proficiency with NICE Workforce Management (WFM) systems • Experience working with Cisco Telephony platforms • Strong analytical and problem-solving skills with the ability to interpret large volumes of operational data • Intermediate SQL skills and experience extracting and analyzing workforce data • Advanced Microsoft Office skills, particularly Excel for reporting and workforce analysis

🏖️ Benefícios

• Competitive salary and performance-based bonuses • Comprehensive benefits package • Career development and training opportunities • Flexible work arrangements • Dynamic and inclusive work culture within a globally renowned group • Private Health and Dental Insurance • Pension Plan • Meals tickets • Life Insurance