Bolsa de trabajo – Real Time Coordinator (Workforce Management/ Operations Command Center) – Mexico

International Cruise & Excursions, Inc. (ICE), a Global Leader in the Travel & Leisure Industry and one of the world’s largest Cruise Vacation Sales Companies, is opening new Call Center positions in Mexico City!  We are looking for Call Center Sales & Service Agents to join our company and be a part of this exciting office! ICE offers competitive pay and benefits as well as travel discounts for our employees!

This position will work in Mexico City.  No relocation assistance provided.  This position requires fluency in both English & Spanish, written & verbal skills.

 If you are interested and qualified, please send your resume to us by applying to the position in this add.

Position Purpose:

Provide operational support for inbound sales, outbound sales and customer service functions.  This includes the real time monitoring of sales and customer service agent productivity, time and schedule adherence, SLA and KPI’s compliance for partners and co-brands, productivity reporting for management and special analytical and results analysis projects as required to support ICE business requirements.  

Major Duties & Responsibilities

• Monitor overall call center performance and make real-time changes in staffing and call routing to achieve objectives.
• Monitor agent schedule adherence and make recommendations to line management on improvements.
• Generate performance and productivity reports related to call statistics, service level performance and call center productivity.
• Proactively manage Service Levels to meet company goals in the most cost effective manner.
• Segment entry in eWFM so that the official schedule editor is populated with the most current schedule exceptions.
• E-mail and other communication with frontline management.

Qualifications/Requirements of the Position: 

• Solid experience with intra-day performance, scheduling and workforce management.
• Understanding the sales call center dynamics as related to scheduling and service levels.
• Familiarity with telephone systems and call center technology and vocabulary.
• Excellent understanding of manpower planning and scheduling concepts.
• Experience working with large data sets, familiarity with forecasting software. Knowledge of workforce management optimization software a plus.
• Logical and pro-active approach to problem solving.
• Ability to meet multiple deadlines while providing a high quality product.
• Proficient with Microsoft Office.

Preferred Qualifications for Consideration

• Previous experience in a high volume (over 100 agents), multi-function call center
• 6 Months experience working with Avaya CMS Supervisor, Aspect’s eWFM software.