DirecciónIn Maersk, we're not afraid to drive change or reinvent ourselves. It is part of our values and we pride ourselves on our innovation history, but the steady improvement of our capabilities is vital to remain true pioneers in global trade.
As a result, our Global Service Center (GSC) in Asia partnered with the Americas region to create a new GSC based in Mexico City, Mexico and a satellite office in Santos, Brazil. These new locations provide the ideal combination of talent through cultures, functions, mindsets and disciplines to provide quality financial support and unique experience to our customers.
That is why we are currently looking for professionals like you, able to inspire others, to take the initiative, to empower yourself in your processes, to show your ambition and to exploit your innovation to be part of our new GSC centers in the Americas.
At Maersk, we have been able to constantly provide a platform for our partners to grow with a global exposure to various processes, an interfunctional working environment and inclusive collaboration. Through this, we will continue to provide a consistent and improved experience to our customers, while providing the right environment for our people.
Are you ready to leave your mark?
We Offer
We offer you exciting career opportunities with an international reach to further expand your experience through our diversity-focused and award-winning talent development initiatives.
We strive to deliver the right environment for the right people while fostering a culture of fairness, mutual respect, responsibility, and care for our business and our customers. We value the diversity of our talent and will always strive to recruit the best person for the job.
We have a competitive compensation and benefits package for full-time employees. Our talent policies are recognized world-wide as one of the best in the industry and we continue to look for new ways to invest in our people through ongoing personal and professional development initiatives.
Job Summary
The Workforce Management (WFM) Real Time Specialist plays a key role in running our customer experience contact center operations. Through Real Time monitoring of call queues, Customer Service (CX) representative activities, arrival patterns, and operational efficiencies, the WFM Real Time Specialist will contribute to building and maintaining a highly efficient operation.
Key Responsibilities
Real time monitoring of call queues, CX representative activities, arrival patterns and operational efficiencies.
Build and delivery recurrent reporting to operational leadership. i.e., absenteeism & tardiness flash reports, incident reports, SLA reports, productive times, and shrinkage reports.
Lead and coordinate incidence response efforts.
Program level operational efficiencies, assuring planned budgets & assumptions are met Real Time.
Demonstrate loyalty to the A.P. Moller – Maersk Group Core Values and Character.
Requirements
English Level C1 required.
High School Diploma or equivalent required (bachelor’s degree in Data Analysis, Industrial Engineer, or related fields preferred).
Minimum of 2 years Workforce Management experience required.
Last Mile logistics and/or transportation industry knowledge preferred.
Ability to work standard work shift between 7 AM – 5 PM (Mex) and have flexibility to work holidays and weekends.
Technical Skills and Competencies
Advanced MS Office proficiency (Excel, Word, and Outlook).
Familiar with Five9 (preferred).
Advanced understanding of contact center Workforce Management.
Self-motivated and independent work style.
Ability to work successfully across organizational lines.
Good verbal, written, and presentation skills.
Ability to communicate efficiently and provide precise details.
Organizational and time management skills (multi-tasking and prioritizing).
Customer-focused and solutions-oriented.
Adaptability to fast-paced and changing processes.
Proficient in processing raw data into reports or dashboards.
High sense of urgency.
If you have been reading so far, we’re glad to see you are interested. Use your skills to make a difference and join a global leader as we embark on an industry-defining digital transformation that will revolutionize trade! Apply now!
Learn more about us
A.P. Moller-Maersk is an integrated logistics company working to connect and simplify our customers' supply chains. As the world leader in transportation services, we operate in 130 countries and employ around 70,000 people. Learn more about us at: https://www.maersk.com
Maersk is committed to equal employment opportunity and providing reasonable accommodations to applicants with physical and/or mental disabilities. We value and encourage diversity and solicit applications from all qualified applicants without regards to race, color, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, veteran status, gender identity, genetic information, or any other characteristic protected by federal, state, or local law.
A.P. Moller - Maersk is an integrated logistics company. We go all the way to connect and simplify global trade for a growing world.
