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  • 1 month ago

jobs description

Do you want to make an impact?

Are you ready for a new opportunity where you’ll be recognized for your contributions, build meaningful relationships and drive change in a real way? We are unique, we stand out, we take pride in our collaborative mindset, and we want you along for the ride.

About Encore Corporate Travel

At Encore Corporate Travel, our mission is driven by a simple yet powerful vision: to provide every person we touch with a moment of happiness. We believe that happiness is the ultimate currency, and we are dedicated to spreading it far and wide. With over three decades of unwavering commitment to travel management, Encore Corporate Travel has become a distinguished name in the industry. Our journey began with a passion for redefining business travel and has since evolved into a testament to our expertise and innovation. Drawing upon this extensive experience, we've developed cutting-edge technology in-house, tailored to address the specific challenges faced by... companies. This technology empowers us to automate intricate business processes, ultimately reducing effort for every user and elevating the overall traveler experience. Through it all, our people remain at the heart of our mission, leveraging their industry insights and expertise to create personalized, exceptional travel solutions. We're not just a travel management company; we're a team dedicated to crafting happiness, one moment at a time, starting with our own people.

About the role

As a Workforce Management Analyst (RTA), you'll play a crucial role in ensuring the smooth operation of our contact centers. You'll be responsible for overseeing real-time operations, ensuring SLAs are met leveraging roster management, attendance reporting, performance management, and forecasting to ensure efficient staffing and resources. You'll also be instrumental in allocating skills effectively and planning non-phone activities to enhance team performance. If you're analytical, detail-oriented, and thrive in a fast-paced environment, this role offers an exciting opportunity to make a meaningful impact!

Our HQ is in Montreal, QC, but this is an onsite role based in San Salvador, El Salvador.

Our Invitation:

At Encore Corporate Travel, we invite everyone to join us in our journey to make the world a brighter, happier place—one moment at a time. Our mission is ongoing, and together, we can create a legacy of joy that touches lives across the globe. If you share our commitment to spreading happiness and believe in the power of moments, we welcome you to be a part of our global expansion and happiness-driven vision.


This job description is intended to convey information essential to understanding the scope of the role. It is not intended to be an exhaustive list of skills, efforts, duties, or responsibilities associated with this position.

What will your day look like?

Key Responsibilities
• Real Time management of contact centers to uphold SLAs, including monitoring call, chat, and email flows, and auxiliary functions.
• Track attrition and facilitate offboarding processes as necessary
• Generate accurate attendance reports to facilitate resource allocation and performance evaluations
• Develop and manage performance scorecards to drive bonus payouts and facilitate Performance Improvement Plans (PIPs)
• Conduct detailed forecasting for seasonality, new business, and varying volumes to ensure adequate staffing levels and operational readiness.
• Develop and implement staffing and capacity plans to optimize operational efficiency and resource utilization to enhance service delivery
• Create and maintain schedule shells to facilitate efficient workforce planning, resource allocation and time-off coverage to maintain uninterrupted operations
• Strategically plan non-phone activities such as huddles, coaching, and trainings to enhance team performance and development
• Continuously develop and automate new reports to streamline operational processes and improve decision-making

Do you have what it takes?

Key Requirements
• A minimum of 2 years of university studies in System Engineering or related field (asset)
• English (B2) both oral and written required
• Previous experience working in a BPO setting required
• Advanced knowledge of MS Office applications with expert knowledge of PowerPoint and Excel (Pivot & VLOOKUPs etc.) required
• Availability to work evenings, weekends and holidays as required
• Proactive, organized and detail oriented
• Demonstrated ability to solve complex problems and meet deadlines
• Ability to lead a team, maintaining a creative and positive attitude

We offer a relaxed, fun, flexible, working environment with a competitive salary, perks, and great benefits.

More precisely:
• Eligibility for Medical and Life Insurance benefits upon successful completion of 90 days.
• Competitive compensation that reflects your contribution.
• Full month salary guaranteed for Aguinaldo.
• Enhanced PTO program beyond the 15-day paid leave.
• Travel perks.
• Company provided IT equipment.

If you’re ready to be a part of something big, where you can advance your career in a growing organization, we’d love to meet you! Apply online directly via LinkedIn.

Encore Corporate Travel is an Equal Opportunity Employer and strictly prohibits discrimination of any kind. We believe that great ideas can come from anywhere. We are committed to building the best team possible and all employment decisions are based on business needs, job requirements and individual potential and qualifications, without regard to race, color, age, religion, socioeconomic status, orientation, gender identity, national origin, or disability
San Salvador El Salvador


Apply - Workforce Management Analyst (RTA) San Salvador