Director de Estrategia de Contactación & WFM

We are seeking a highly skilled Director to lead the planning, scheduling, and optimization of workforce operations in our call center.

Requirements

• Develop and implement effective Workforce Management strategies to optimize resource planning and achieve KPIs
• Collaborate closely with operations, quality, and technology teams to align workforce strategies with organizational goals
• Design and optimize outbound dialing strategies to improve connect rates
• Apply lead scoring and call prioritization methods to maximize conversion rates
• Define and track performance KPIs for outbound operations
• 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
• Design and monitor schedules to ensure optimal shift coverage and operational performance
• Manage real-time adjustments to address unexpected demand changes or staffing issues
• Track and analyze key call center metrics
• Provide actionable insights and recommendations through detailed reporting and data analysis to drive continuous improvement
• Ensure effective utilization of WFM tools and software to enhance operational efficiency
• Identify and implement process improvements and automation opportunities to streamline workflows
• 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