Workforce Optimization Specialist

Description

Job Summary: We are seeking a Workforce Optimization Specialist to lead innovation, responsible for ensuring the continuous optimization of operational resources. Key Highlights: 1. Leads innovation with a dynamic team. 2. Focused on data-driven decision making. 3. Opportunities for professional growth and continuous learning. **Location(s):** Aguascalientes **Work Schedule and Modality:** 4 days in-office and 1 day remote **Education Requirement:** Bachelor’s degree in Administration, Statistics, or related field **THIS IS NISSAN** Join us and lead innovation with us. We are currently seeking a **Workforce Optimization Specialist** to join our team in Aguascalientes. This position is responsible for ensuring the continuous optimization of operational resources through advanced analytics, process automation, design and maintenance of forecasting models, as well as strategic scheduling and capacity management. The role’s objective is to ensure that multichannel operations meet service levels, efficiency, and productivity targets through key insights, control dashboards, and data-driven decision making. **A Day in This Role:** * Develop and maintain forecasting models (volume, AHT, shrinkage) for multichannel campaigns, ensuring consistency, accuracy, and sustained reduction in forecast error. * Design, automate, and enhance operational dashboards (occupancy, adherence, service level, staffing) enabling timely decision making by operations leaders. * Administer and optimize scheduling in Calabrio, implementing strategic adjustments based on forecasts, trends, and business priorities. * Conduct detailed analyses of operational deviations (unplanned shrinkage, lack of adherence, etc.), identifying root causes and proposing actionable recommendations. * Align required capacity and propose shift adjustments, coverage strategies, and resource optimization actions. * Serve as technical specialist for campaigns, resolving complex cases and addressing advanced requests. * Document improvements, standardized processes, and workflows, ensuring correct implementation by analysts and operational users. * Collaborate with Operations, Quality, and BI leaders to generate data-based conclusions * related to efficiency, productivity, workloads, and improvement opportunities. **Who We’re Looking For:** **Mandatory:** * Bachelor’s degree in Administration, Statistics, or related field * 1 \- 3 years of experience in WFO, data analysis, or similar technical\-operational roles. * Workforce Optimization, forecasting models, time series analysis, contact center metrics * Advanced Excel * Proficiency in WFM tools (Calabrio, CUIC) * Automation, data analysis, operational efficiency, resource management. * English \- upper-intermediate to advanced **Desired:** Python and SQL are desirable. * **Reports To:** Jr Mgr Workforce Optimization **What to Expect at Nissan:** **Professional Growth and Continuous Learning Opportunities:** Benefit from diverse career paths, interdepartmental mobility, and innovative learning platforms. Enhance your skills through leadership seminars and training—all while playing a vital role in shaping the future of mobility. From day one, you’ll receive support to tackle challenges and contribute impactful solutions across our organization. **Compensation:** Nissan offers a comprehensive benefits package designed to support employee well-being and success, with offerings varying by location and role. Nissan (NMEX, NEdM, NRFS, NRFM, and ANZEN) hires based solely on candidates’ alignment with the job profile, without distinction or discrimination due to gender, gender identity and/or expression, sexual orientation, race, color, language, religion, political or other opinion, national or social origin, economic position, birth, or any other condition. By applying for this position, candidates acknowledge that Nissan Mexicana and its subsidiaries reserve the right to conduct a public behavior search due to the sensitive nature of assets and information involved in this role. This includes, among others, proprietary information, financial data, and other assets requiring protection. Nissan Mexicana and its subsidiaries guarantee confidentiality and compliance with all legal requirements regarding the use of such information. By applying for this position, you consent to this verification. **NISSAN FOR ALL** People are our most valuable resource, and diversity and inclusion are essential to maximizing the potential of every team member. Our Corporate Diversity Initiative ensures our workplace responds to the unique needs of our employees and customers. We are committed to cultivating a culture where everyone feels included, respected, valued, and heard. At Nissan, we value inclusion across all areas of our business and strive to reflect the diversity of our customer base and the communities we serve. Join our commitment to diversity and inclusion. **THIS IS NISSAN:** https://www.youtube.com/watch?v\=PXuame0vwiw\&list\=PLki2k0CDxrPe8V6WmEeEdhj1fosRD\-JQa Jesus Maria Aguascalientes Mexico