接触策略与WFM主管
Director de Estrategia de Contactación & WFM
我们正在寻找一位技能娴熟的总监，负责电话中心人员运营的规划、排班和优化。理想的候选人将确保资源与需求模式的最佳匹配，并设计和测试不同的外拨拨号策略，以提高每条线索和人均的效率和收入。此职位需要优秀的沟通和领导能力，因为需要管理团队，并与我们的效果营销、洞察和科技团队以及不同的运营团队进行广泛协作。出色的分析能力、在人员管理（WFM）方面的成功经验，以及使用拨号软件的实际经验是此职位成功的关键。
主要职责：
1. 人员管理策略与领导
制定并实施有效的人员管理策略，以优化资源配置并达成KPI，包括服务级别、响应时间和生产力。
与运营、质量和技术团队紧密合作，使人员策略与组织目标保持一致。
设计并优化外拨拨号策略，包括对不同拨号模式（预测式、渐进式、预览式）的使用，以提高接通率。
应用线索评分和通话优先级方法，以最大化转化率。
定义并跟踪外拨运营的绩效KPI，如联系率、转化率、放弃率和代理效率。
2. 人员规划
根据历史数据、当前趋势和未来预测，监督短期和长期的预测及资源配置。
预判工作量波动，确保有足够的人员配置以满足需求，同时保持成本效率。
与市场和销售团队合作，使线索流量与拨号能力相匹配。
3. 排班与实时管理
设计并监控排班，以确保最佳班次覆盖和运营表现。
管理实时调整，以应对突发的需求变化或人员问题。
4. 数据分析与报告
跟踪并分析关键呼叫中心指标，如平均处理时间（AHT）、放弃率和SLA遵守情况。
通过详细的报告和数据分析提供可操作的见解和建议，推动持续改进。
5. 技术利用与流程优化
确保有效利用WFM工具和软件以提高运营效率。
识别并实施流程优化方案。
查看英文原文
We are seeking a highly skilled Director to lead the planning, scheduling, and optimization of workforce operations in our call center. The ideal candidate will ensure optimal alignment of resources with demand patterns and design and test different outbound dialing strategies to maximize efficiency and revenue per lead and headcount. This role requires excellent interpersonal and leadership skills as it entails managing a team and extensive collaboration with our performance marketing, insights, and tech teams, in addition to the different operations teams. Exceptional analytical capabilities, a proven track record in Workforce Management (WFM), and hands-on experience with dialing software are essential for success in this role.
Key Responsibilities:
1. Workforce Management Strategy and Leadership
Develop and implement effective Workforce Management strategies to optimize resource planning and achieve KPIs, including service levels, response times, and productivity.
Collaborate closely with operations, quality, and technology teams to align workforce strategies with organizational goals.
Design and optimize outbound dialing strategies, including experience with different dialing modes (predictive, progressive, preview) to improve connect rates.
Apply lead scoring and call prioritization methods to maximize conversion rates.
Define and track performance KPIs for outbound operations, such as contact rate, conversion rate, drop rate, and agent efficiency.
2. Workforce Planning
Oversee short-term and long-term forecasting and resource planning based on historical data, current trends, and future projections.
Anticipate workload fluctuations and ensure adequate staffing to meet demand while maintaining cost efficiency.
Collaborate with marketing and sales teams to align lead flow with dialing capacity.
3. Scheduling and Real-Time Management
Design and monitor schedules to ensure optimal shift coverage and operational performance.
Manage real-time adjustments to address unexpected demand changes or staffing issues.
4. Data Analysis and Reporting
Track and analyze key call center metrics, such as Average Handle Time (AHT), abandonment rates, and SLA adherence.
Provide actionable insights and recommendations through detailed reporting and data analysis to drive continuous improvement.
5. Technology Utilization and Process Optimization
Ensure effective utilization of WFM tools and software to enhance operational efficiency.
Identify and implement process improvements and automation opportunities to streamline workflows.
6. Leadership and Team Development
Lead and mentor a Workforce Management team, fostering a culture of high performance and continuous learning.
Provide coaching and professional development to strengthen team capabilities and ensure operational excellence.
Qualifications:
Education: Bachelors degree in Business Administration, Engineering, Statistics, Information Technology, or a related field.
Experience: A minimum of 8 years of Workforce Management experience, preferably in large-scale call center environments.
Proven Success: Demonstrated ability to manage complex operations and consistently achieve performance targets.
Technical Skills:
Advanced proficiency in WFM tools (e.g., Five9, NICE, Verint, or similar).
Familiarity with Salesforce for customer interaction management and reporting.
Expertise in data visualization tools such as Excel, Power BI, or Tableau.
Basic knowledge of SQL or database management is a plus.
About Aprende:
Aprende Institute, the leading online education platform for vocational abilities in Latin America and the United States' Hispanic market, offers a wide array of online training and courses, allowing its growing community of 30,000 students to acquire high-demand skills. These skills empower learners to transform their interests into income by starting a new business or a new career. Aprende integrates technology and digital media with traditional instructor-led classroom activities, giving its students a flexible and personalized learning experience, accessible on any device, that monitors students' progress and encourages engaged learning, skill mastery, and course completion. Furthermore, Aprende's tech platform and tailored content solutions assist corporations training and motivating their workforce and clients with unique experiences.
Originally posted on Himalayas