Workforce Management Traffic Analyst (Monterrey)

WFM Traffic is the person responsible for the centralized tasks of KPI & Performance management and strategy determination and adjustment in regards to capacity as part of the Intraday Management task. Besides this WFM Traffic assures the Adherence & Attendance monitoring approach of the WFM RTA is in line with the strategy to achieve a full aligned WFM Intraday Management approach. The position is hierarchically located under a Supervisor WFM Shared Production Centre.

Ensuring that quantitative project KPI’s, such as service level and intraweek and intraday productivity are integrally realized as efficiently as possible (optimizing occupancy). Secondly the accurate realization of agent schedules, in such a way that the Conduent and specific project-targets (KPI’s) are met within the set policy.

• Periodical intraday monitoring of realization versus forecast (handled) calls, AHT/processing time, sh...