BBVA एक वैश्विक बैंकिंग और वित्तीय सेवा समूह है, जो लोगों और व्यवसायों के धन प्रबंधन के तरीके को आधुनिक बनाने के लिए काम करता है। इसकी गतिविधियों में कॉर्पोरेट और निवेश बैंकिंग, फिनटेक और डिजिटल बैंकिंग शामिल हैं। यह प्रौद्योगिकी-सक्षम वित्तीय समाधानों के माध्यम से 7.15 करोड़ ग्राहकों को सेवाएँ प्रदान करता है। 1,21,000 से अधिक कर्मचारियों के साथ, BBVA बैंकिंग, परामर्श और मार्केटिंग के विशेषज्ञों को एक सहयोगी वातावरण में साथ लाता है, जो नवाचार, डिजिटल रूपांतरण और पेशेवर उत्कृष्टता पर केंद्रित है।
Workforce Management (WFM) Consultant - BBVA Mexico City Hybrid
WFM consultant role at BBVA focused on optimizing contact center operations through data analysis, forecasting, shift planning, and workforce management platform implementation. Includes training operational teams on performance metrics and indicators.
विवरण
- Assess operational performance to identify productivity gaps and improve schedule controls
- Build statistical models from historical data to forecast workloads and interaction volumes
- Develop optimized shift plans that align available staffing with projected demand
- Implement WFM software solutions for automated time tracking and employee self-service
- Train operational and management teams to use performance metrics and indicators
- Produce analysis identifying peak contact periods and areas with higher disbursement volumes
- Increase the average monthly disbursement volume from 200 to 300
आवश्यकताएँ
- Advanced working knowledge of Excel and Google Sheets
- Experience with commercial Workforce Management (WFM) platforms
- Knowledge of databases and data extraction through Google Drive
- Experience working with Salesforce and Genesys
- Financial understanding of absenteeism, employee turnover, and underutilization
- Negotiation skills with senior leadership
- Advanced Excel coursework and/or training in Power BI or Tableau
- Experience extracting and cross-referencing data in CRM systems
- Bachelor’s degree
- At least 1–2 years of experience in reporting and data analysis, with a strategic understanding of contact centers
लाभ
- Reasonable accommodations throughout the selection process
- Collaborative and inclusive work environment
- Commitment to diversity, inclusion, and equal opportunity