Job Summary: Lead a regional Contact Center team to optimize workforce scheduling and ensure contract profitability, managing planning and agreement compliance. Key Responsibilities: 1. Lead demand and capacity planning for the Contact Center 2. Manage contract P&L and control costs to ensure profitability 3. Lead and develop the regional WFM team (Forecaster and Planner) **Job Description** ---------------------- Lead the regional Contact Center team to achieve optimal and efficient workforce scheduling. 1\. Lead demand and capacity planning for the Contact Center, ensuring compliance with contractual agreements (SOW) through scenario analysis and "what-if" modeling. 2\. Manage the contract P\&L, validating staffing budgets and controlling costs to ensure profitability under the PPP model. 3\. Negotiate operational tolerance bands with internal and external clients, managing expectations and impacts arising from demand fluctuations. 4\. Lead and develop the regional WFM team (Forecaster and Planner) for Chile and Peru, ensuring consistency in methodologies, planning, and operational execution. 5\. Define WFM governance models and operational guidelines, considering labor regulations and best practices in Workforce Management tool usage. 6\. Comply with the company's Occupational Health and Safety (OHS) policies and regulations. 7\. Ensure compliance with the established Quality Management System requirements. 8\. Perform any other duties inherent to the position, as well as those assigned by the immediate supervisor. 9\. Comply with organizational policies and regulations. **Candidate Requirements** -------------------------- * Academic background: Technical or University degree; graduated, in progress, or recently completed. * Experience in Call Center planning processes under a PPP model. * Knowledge of P\&L management. * Knowledge of governance model design and labor regulations. * Proficiency in WFN tools. * Experience leading Forecaster-Planner teams. **Selection Process** ------------------------ The selection process is conducted via Aira — a recruitment platform designed to enhance your application experience. To apply, you only need: 1\. Apply to the job posting. 2\. Check your email. 3\. Log in to Aira and respond to the requested questions and/or assessments. Then, if your profile matches our requirements, we will contact you by email (via Aira) to proceed to the in-person stage. **About Us** ------------------ We are Entel Connect, a Contact Center company. Our purpose is to help transform user experiences by integrating technology, processes, and people — contributing to your business and societal development. We seek individuals who treat customers as their own, inspire and mobilize others, and lead change with excellence in results.
María García
Indeed · HR
María García
Indeed · HR
