- Forecasting and Scheduling duty is to generate short, mid and long-term forecast and schedules to meet client staffing requirements, taking into consideration potential risk and YTD analysis to achieve KPIs goals.- Mission Control duty is to grant efficiency of the Center KPIs intraday in order to meet service levels efficiently, managing available resources while seeking employee satisfaction. WFM COORDINATOR KEY RESPONSABILITIES:* Follow-up on Specialists performance and deliverables, in order to develop strategies and improve processes.* Generate invoice, linear and end-of-month, proyections that must be shared/billed to Client.* Ensure the correct payment of 600+FTEs operational and in training.* Create from scratch all Operational and Client reporting needed using advanced Excel skills.* Propose/Sale forecasted staffing requirements for new or existing clients.* Work closely with PMO to set ramp-up strategies to fulfill new Client requirement needs.* SME in WFM Software: NICE IEX Total view, Salesforce and Five9.* Create and analyze different types of scenarios to determine the best optimization of staffing needs.* Oversee for all clients Service Levels, ASA, AHT, & All Contact Center KPIs.* Client Communication.* Client Exception Codification and schedule adjustments.* Performing intraday tactical scheduling and forecasting solutions.* Constant communication with Operations and other support departments related with forecasting and scheduling activities.

Specialized team that gathers and analyze data from all WF departments and transform it into a deliverable that will be shared to the Client.KEY RESPONSABILITIES:* Business Analysis for 7, 21, 30, 60 and 90-day forecast client requirement to determine standard deviation and variation based on historical records in a 3,000+FTEs account.* Oversee Service Levels, ASA, AHT, & All Contact Center KPIs, and prepare PPTs presentation to C-levels.* Propose/Sale forecasted staffing requirements for new or existing clients.* SME in WFM Software: NICE IEX.* Client Communication SME for MTY, GDL, AGU.* Constant communication with Operations for client requirement increases/decrease analysis and further approval.* Collect and organize data from different departments such as Staffing, Recruiting, Forecasting and Training to analyze year-to-date projections and further discuss it with client.* Handle complex situation such as client escalations leading to potential loss of business. Leading to a resolution on timely manner.

- In charge of a Customer Service Supervisor account with 30+FTEs, plus 2 SMEs, handling complex situations such as Corporate Feedbacks, Client Escalations, and Client Callbacks in order to provide a resolution by performing assessments of potential risks, and taking precautionary actions.- Mentor, monitor and coach supervisors to achieve high customer service quality by providing daily, weekly, and monthly performance follow-up.- Contact Client Corp. to review high profile cases in active/closed accounts, following SOPs and KPIs to assure a proper resolution.

- In charge of 22FTEs operation reps while leading, mentoring and developing them towards operational and client objectives and KPIs. Responsible for team performance, and motivation.- Effective communication with Training, QA, WFM and Payroll departments.- Elaboration of reports to provide daily, weekly & monthly results. Provide update procedures to agents as told by Client.

Customer Service Agent in charge of interaccions with customers in the US regarding their billing and services, as well as cancellation scenarios.