Workforce Management Specialist

Heredia, Provincia de Heredia, Costa Rica Global Business Services 52459 18. November, 2020
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The Workforce Management specialist is responsible for maximizing the performance levels within the Service Desk regional teams and ensuring an optimized support coverage for their area.


Managing the regional workforce by forecasting contact volumes and accordingly manage and coordinate shifts for the region to the optimal level

Absence management (holiday, sickness, etc.)

WFM tool level 1 support and management

KPIs and adherence targets setup and management

Scheduling and shift patterns management and setup (e.g. legal requirements, operational requirements, trainings, etc.)

Performance and adherence monitoring

Monitoring of schedule adherence and taking appropriate corrective actions

Weekly / monthly adherence reports and inputs for CI

Performance management reports and data input to Team Leaders and Service Leads (WFM, Data Analysis, Service Delivery)


Proactive and able to work independently with a keen eye for detail.

Strong analytical, reporting & communication skills. PowerBI experience is a plus.

Advanced command of Excel data analytics is highly recommended.

Intermediate knowledge of Avaya Contact Center tools. WFM module experience is desirable.

Demonstrated experience for driving workforce management tasks within Service Desk/Contact Center operation.

Very structured, organized & solution-oriented

Ability to multitask in a sometimes very hectic and changing environment

Advanced knowledge and experience (4-5 years) of the operational Service Desk environment

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  • Geschäftsbereich

    DHL Information Services (Americas), Inc.

  • Reisetätigkeit erforderlich

    No travel required

  • Beschäftigungsart

    Unbefristet Vollzeit

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