Senior Specialist, Command Centre page is loaded Senior Specialist, Command Centre Apply locations MX - Mexico City time type Full time posted on Posted 18 Days Ago job requisition id R97700 Delivers daily execution in the Collections space, with some support
for improvements to a given process and/or project.This is an exciting career opportunity to work in a multinational, Global 500 company that makes global trade happen. You will be interacting daily with colleagues internationally, giving you the opportunity to develop your professional skills in a global environment. We provide support for you to shape your own career by achieving expertise and learning on the job.
We Offer
Maersk being the global leader in the industry, you'll have the opportunity to work for a large global organization and get exposure to excellent processes and systems. You will join an organization that offers a challenging and rewarding career where everyone's contribution is valued and rewarded.
On leadership and mentoring, Maersk has a nurturing management culture. Throughout their career, your leaders will support your ideas and provide necessary advice and training. You'll be given the opportunity to prove yourself, as well as challenging work that develops your abilities.
On career development, there are wide range of roles in Maersk. Maersk has a very good career mobility program that establishes a culture of priority con-sideration to internal candidates and to encourage employees to take responsibility for managing their careers whether to move laterally or vertically.
With the implementation of several technology enablers related to FTP that includes establishing a contact center for the ML Finance organization, a centralized function under Collections called Command Centre is set up to oversee intraday operational activities and ensure delivery of contact center KPIs.
Key Responsibilities • Manage and maintain the Get Paid Application and Contact Centre Tool.
• Attend weekly and daily staffing review meetings with management and forecast / scheduling analysts detailing previous and current weeks performance and forecasted performance of remainder of current week and next week, while also identifying risk.
• Manage intraday staffing levels.
• Monitor real-time CISCO Adherence Alerts and ACD agent work state report.
• Approve discretionary activities to increase occupancy.
• Increase staffing levels or modify call routing to increase service levels.
• Communicate identified intraday risks to management and other department analysts
• Track, analyze and report contact center and agent performance with reports from different sources.
• Analyse and report historical data and trends and generate long-term and short-term forecasts forecast models.
• Manage monthly and intraday scheduling and process.
• Participate on UATs and SITs for any tool upgrade or enhancements, or just on regular CRs.
Who we are looking for • University qualification (Accounting/Finance preferred)
• At least 3 years contact center experience, preferably in command center/workforce management role.
• Able to speak fluent English and Spanish.
• Microsoft office (Excel is a must).
• End to end collections/OTC process understanding.
• SAP and Collections tool knowledge • Knowledge on collections tool.
• Contact Center Tools and Workforce Management experience preferred.
• Dialer management experience a plus.
Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.
We are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing ****** .
About Us A.P. Moller - Maersk is an integrated container logistics company working to connect and simplify its customer's supply chains. As the global leader in shipping services, the company operates in 130 countries and employs roughly 100,000 people. With simple end-to-end offering of products and digital services, seamless customer engagement and a superior end-to-end delivery network, Maersk enables its customers to trade and grow by transporting goods anywhere - all over the world. For more information click here.
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