- Attendance Policy Follow up.- Apply all discipline steps needed based on each agent record, provide reporting, trending, and analysis,- Payroll Administration, testing of new tools and processes.- Support process on attendance guidelines Ops team - WFM / RH- Attendance reporting and follow up for approximately 150-200 service representatives.- Based on historical trends implementation predefined solutions to uncommon problems. Also works with OPS team to resolve extraordinary problems related to the operation of the center.- Daily Attendance Analysis Report.- Review performance results, call volume patterns, attendance, and attrition to improve performance in support of business objectives.- Makes recommendations for revised policies and practices based on the needs of the business.- Ensures execution. Must be able to consider multiple factors and simplify complex factors to effectively communicate and drive improvements in performance.- Manage HR process on special and critical illness cases and terminations.- Manager support functions L1

- Schedule future requests- Analysis forecast call center staff availability- Manage internal process and support payroll submissions - Payroll Internal process - Handled weekly meetings with AMs from all line of business to create action plans to improve KPIs like OCC, ACC, Adherence, etc- Improve metrics and achieve accessibility objectives,- Offline activities Agenda- Shift Bid process-Time off balance audit

- Monitor inbound call traffic to ensure efficient distribution- Real time coding.- Analysis forecast call center staff availability.- Process schedule change/trade requests- Payroll Internal Process- Data process and manage routine daily Intraday quarterly reports- Manage performance reports and results regarding call volume.

- Project management for analysis and results delivery.- Analysis and recommendations to keep and review the Brand Health and Brand Equity customer above standards.- Flash studies development and presentation of results- Analysis and presentation for business strategies and customer and brand focused for clients such as Danone, Kellogg's, Cablevision, , Unilever, PepsiCo, Telefonica Movistar, CUAMOC Brewery, La Costeña, Alsea among other

- Reports and presentation results. (KPI's and Targets focused to the client.)- Electronic Billing- Forecast analysis- Operational Metrics analysis and control- Incentives & Payroll internal process- Score Card evaluation - Control and Analysis of Profitability.- SAP Management

- Service Level Monitoring to achieve good customer satisfaction.- Detection of opportunity areas in the Ops. Team. (Feedback process)- Monitoring In & Out bound calls. (Real time process)- Monthly staff assessment.- Analysis of operational metrics.- Targets focused to the client.

Becario Nestlé Professional