Workforce Specialist

Overview

As a Workforce Specialist you will work together with the rest of Operations team, Human Resources and other cross-functional teams to forecast the staff needs, filling the requirements for each line of business, as well as liaising with the training team to ensure that the current workforce has the skills and training needed to fulfill the operational needs of the different projects. You will also be in charge of creating a scheduling process to ensure that our operation is covered for each line of business, taking into consideration any leave of absence, planned or unforeseen, and you will make the necessary daily adjustments to customer service agents’ workloads to ensure that no backlog accumulates.

In this role you will support the team in defining optimal flows to forecast staff needs, volumes and new hire skills requirements, as well as benchmarking and implementing different tools to achieve those goals.

Responsibilities

• Anal...