Director de Estrategia de Contactación & WFM

Director to lead the planning, scheduling, and optimization of workforce operations in our call center. The ideal candidate will ensure optimal alignment of resources with demand patterns and design and test different outbound dialing strategies to maximize efficiency and revenue per lead and headcount. This role requires excellent interpersonal and leadership skills as it entails managing a team and extensive collaboration with our performance marketing, insights, and tech teams, in addition to the different operations teams. Exceptional analytical capabilities, a proven track record in Workforce Management (WFM), and hands-on experience with dialing software are essential for success in this role.

Key Responsibilities

• Workforce Management Strategy and Leadership — Develop and implement effective Workforce Management strategies to optimize resource planning and achieve KPIs, including service levels, response times, and productivity.
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