Director de Estrategia de Contactacin & WFM

## About the Role The Director de Estrategia de Contactacin & WFM plays a pivotal role in Aprende Institute's success, overseeing the strategic planning, scheduling, and optimization of workforce operations. This position is crucial in ensuring the alignment of resources with demand patterns, designing effective outbound dialing strategies, and maximizing efficiency and revenue per lead. As part of the leadership team, this role involves managing a workforce management team and collaborating closely with performance marketing, insights, and tech teams. The ideal candidate will have a strong background in workforce management, with a proven track record of achieving performance targets and optimizing operational efficiency. This role requires exceptional analytical capabilities, excellent interpersonal and leadership skills, and hands-on experience with dialing software and data visualization tools like Excel. Aprende Institute operates in a dynamic environment, with a growing community of students relying on its services. The Director de Estrategia de Contactacin & WFM will be at the forefront of ensuring that the company's workforce management strategies are aligned with its goals, driving growth and success. ## What You Will Do - Develop and implement effective Workforce Management strategies to optimize resource planning and achieve KPIs, including service levels, response times, and productivity.

• Collaborate closely with operations, quality, and technology teams to align workforce strategies with organizational goals.
• Design and optimize outbound dialing strategies, including experience with different dialing modes to improve connect rates.
• Apply lead scoring and call prioritization methods to maximize conversion rates.
• Define and track performance KPIs for outbound operations, such as contact rate, conversion rate, drop rate, and agent efficiency.
• Oversee short-term and long-term forecasting and resource planning based on historical data, current trends, and future projections.
• Anticipate workload fluctuations and ensure adequate staffing to meet demand while maintaining cost efficiency.
• Collaborate with marketing and sales teams to align lead flow with dialing capacity.
• Design and monitor schedules to ensure optimal shift coverage and operational performance.
• Manage real-time adjustments to address unexpected demand changes or staffing issues.
• Track and analyze key call center metrics, such as Average Handle Time (AHT), abandonment rates, and SLA adherence.
• Provide actionable insights and recommendations through detailed reporting and data analysis to drive continuous improvement.

• A minimum of 8 years of Workforce Management experience, preferably in large-scale call center environments.
• Proven ability to manage complex operations and consistently achieve performance targets.
• Advanced proficiency in WFM tools (e.g., Five9, NICE, Verint, or similar).
• Familiarity with Salesforce for customer interaction management and reporting.
• Expertise in data visualization tools such as Excel, Power BI, or Tableau.
• Basic knowledge of SQL or database management.
• Excellent leadership and team management skills.
• Strong analytical and problem-solving skills.
• Ability to work in a fast-paced environment and adapt to changing circumstances.

• Knowledge of Latin American markets and consumer behavior.
• Certification in Workforce Management or a related field.
• Experience with cloud-based WFM solutions.

• Opportunity to work with a leading online education platform in Latin America.
• Collaborative and dynamic work environment.
• Professional development and growth opportunities.
• Flexible working hours and remote work options.
• Access to the latest technology and tools.
• Health insurance and wellness programs.
• Paid time off and holidays.

- tip: Ensure your resume highlights specific examples of workforce management strategies you've implemented and their impact on operational efficiency.

• tip: Familiarize yourself with Aprende Institute's mission and values to demonstrate your alignment with the company's goals during the interview.
• tip: Prepare to discuss your experience with data visualization tools, such as Excel, and how you've used them to drive decision-making.
• tip: Research the current trends in workforce management and be ready to discuss how you stay updated with the latest technologies and methodologies.
• tip: Consider creating a portfolio that showcases your leadership skills, process optimization strategies, and analytical capabilities.
• tip: Be prepared to ask informed questions during the interview, such as about the company's approach to workforce management, the team you'll be working with, and opportunities for growth and development.
• tip: Show enthusiasm for the role and the company, and express your willingness to learn and adapt to new challenges and technologies.