itelBPO Smart Solutions
  • MEX
  • Salary
  • Full Time

Medical, dental benefits, vision and life & accident insurance

Job Summary: At itelbpo, our entrepreneurial culture is sustained by our shared core values of Quality, Integrity, Reliability and Family. Our growing business seeks experienced, motivated team members that want to grow their professional skills. We're looking for a self-starting professional who can jump in with both feet and take over the training schedule and curriculum. The Trainer will coordinate with our HR department and our employee management crew to ensure all jobs are fully staffed with trained, experienced employees. A background in the BPO contact center industry is required

Responsibilities and Duties:

  • Ensure WFM Lifecycle is being followed by all teams in order to deliver client satisfaction by:
    • Planning and forecasting process in line with Client/Business expectations
    • Monitor day to day aspects related to Workforce to ensure contractual terms are being followed
    • Analyze Volume/FTE allocation and business trends to provide recommendations on cost efficient and successful footprint based on local/regional aspects.
    • Constantly monitor the utilization and accuracy of staffing models and optimization of schedules performed by coordinators and schedulers.
  • Work with Operations on budget exercises, cost saving exercises, and general support to avoid penalties related to staffing, service level, or other KPIs
  • Partner with Recruiting, Operations to ensure a healthy flow of information that can allow feedback between teams.
    • Also work together on action plans to improve any process related to WFM, forecasting, scheduling, RTA, and Global Command Center.
    • Provide inputs to Analytics and Reporting teams for the creation of reports and dashboards
  • Provide weekly readouts to senior leadership regarding the performance of the accounts providing insights on the main KPIs and the drivers impacting results
  • Proactively work with personnel onsite (Ops, WFM, HR, Recruitment, Training) to drive action plans
  • Directly respond to client escalations with regards to Workforce Management.
  • Participate in bidding/pricing process and SOW reviews for potential clients.
  • Participate in client and sales visits to represent Workforce Management


  • Four-year college degree or equivalent combination of education and experience.
  • Five years or more of experience in workforce management.


  • 2 years or more of experience in contact centers
  • 2 years or more of experience in client relationship


  • Qualitative and quantitative data analysis skills.
  • Strong application usage and problem-solving skills and attention to detail.
  • Excellent communication skills Written and verbal.


  • Proficiency in: IEX, CMS,complete Google suite
  • Ability to execute strategic initiatives with precision and purpose.

Joining the itel family, you will experience...

  • Paid Training
  • Excellent training and supervisory support - to help you feel comfortable servicing our customers.
  • Opportunity for advancement
  • Competitive Salary
  • Medical Plan
  • A fun environment! We respect our employees and strive to make our environment exciting.


itelBPO Smart Solutions
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