Real Time Manager

hace 4 semanas

Sant Pere de Ribes, España ADI Consulting A tiempo completo

En ADI CONSULTING queremos incorporar un Responsable Force y Conducción - WFM para sus oficinas de Madrid, desde donde coordinará y liderará los servicios que ADI presta a sus clientes en el área de monitorización, conducción y control en tiempo real de las operaciones de Contact Center.

**Principales responsabilidades**:

- Coordinará el equipo a su cargo de Técnicos de nuestros Command Centers
- Será responsable de la gestión, creación de planes personales y desarrollo del equipo de Force.
- Diseño y gestión del sistema de turnos del equipo de Force.
- Interlocución con clientes a nível de dirección, responsables y técnicos.
- Análisis y propuestas de acción para la mejora de los modelos de atención al cliente.
- Supervisar las actividades de monitorización y control on-line de la actividad (tráfico entrante a través de distintos canales, emisiones y back office), asegurando el cumplimiento de objetivos establecidos: níveles de atención y servicio, % y SLA's de contactación, backlogs y tiempos de respuesta.
- Supervisar las actividades de monitorización y control on-line de los recursos, asegurando el cumplimiento de la planificación comprometida, y consiguiendo la máxima eficiencia en la gestión de los mismos: control de presencia (incumplimientos/sobrecumplimientos), control de productividades(AHT's/TMO's),tiempos AUX y disponibilidades.
- Actuación ante desviación de los indicadores de actividad y/o recursos planificados: incrementos de llamadas, incremento de casos de back office, desviaciones de productividades, incumplimiento de los recursos comprometidos por absentismo no previsto, etc...
- Explotación de datos on-line y reporte de indicadores: envío de mensajes y reportes diarios, con cortes de control horarios establecidos.
- Hotline bidireccional que permita la interlocución directa con Equipos de Conducción de proveedores de servicio (BPO's), así como con los equipos operativos de ADI y del propio cliente.

**Experiência y conocimientos**:

- Estudios mínimos: Ciclo Formativo Grado Superior.
- Experiência mínima de 3 años.
- Experiência en puesto similar o en posiciones afines, tales como: supervisor o supervisor de monitorización de sistemas o servicios.
- Amplios conocimientos del entorno Contact Center y sus herramientas: Avaya, Genesys, Presence, GoContact, Inconcert, etc...
- Amplio conocimiento del Paquete Office.
- Imprescindible experiência en el sector del Contact Center.
- Imprescindible experiência en gestión de equipos a turnos.

**Requisitos**:
**Aptitudes imprescindibles**:

- Autonomía y liderazgo.
- Facilidad de interlocución y comunicación.
- Capacidad de Organización y Planificación.
- Orientación a la consecución de resultados.
- Empatía y escucha activa.
- Compromiso con la eficiencia y excelencia en el desempeño.
- Trabajo en equipo, humildad y honestidad.
- Negociación.
- Actitud positiva, alta capacidad para el manejo de situaciones desafiantes.
- Capacidad de análisis y proactividad en la toma de decisiones e implementación de soluciones.
- Visión Estratégica.

**Otros**:

- Persona responsable y altamente comprometida con el proyecto
- Disponibilidad horaria en caso de eventualidades imprevistas.

**¿QUÉ OFRECEMOS?**:

- Incorporación a la 1ª y única consultoría 100% especializada en servicios de Workforce Management.
- Excelente ambiente de trabajo.
- Contrato indefinido, apostando por la estabilidad personal y familiar del equipo.
- Formación y especialización.
- Posibilidad real de crecimiento y desarrollo dentro de la empresa.

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