- Specialist in workforce management processes, concepts and principles (i.e. Staffing projections, scheduling, service level analysis, metrics monitoring) - required - Strong knowledge of call center operations and organization - required - Above average knowledge on MS Office Applications ( i.e. MS Word, Excel ) & Google suite package (spreadsheets, data studio, slides, etc.) as well as call center specific software and applications (i.e. Verint, IEX & CMS) - required - BPO experience is a plus - Statistical & financial analysis - Experience managing a team - required - Strong understanding of local country labor laws and regulations - Ability to demonstrate innovation and good judgment / problem solving skills when making decisions. - Ability to establish a course of action for self and others to accomplish a specific goal while using appropriate resources. - Ability to multitask, adapt to change, and achieve results with accuracy and precision. - Superior analytical, organizational, and interpersonal skills with attention to detail, accuracy and time management - Strong team player with demonstrated ability to influence key stakeholders - Excellent oral and written communication skills - Fluency in the English language - Adaptive to changing work schedules and working hours. - Customer Orientation - Results Oriented - Must be able to respond quickly and intelligently in a fast paced environment, making calculated decisions under pressure - Ability to work independently with minimal supervision, meeting multiple deadlines in a high pressured environment - Negotiation skills - Bachelor's Degree in: Finance, Accounting, Engineering, Business Administration, Logistics OR an additional three (3) years of Workforce Management experience - At least three (3) years of Workforce Management experience within the call center / customer service industry. - Minimum of 1 year on the current position - required - Immediate availability