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Scotiabank – Bogotá DC – Senior Manager Contact Centre Support Services Requisition ID: 15751 Thank you for your interest in GSGlobales! Our group has a strong commitment to promoting a workplace where you feel supported by your supervisors, in a way that ensures your success and that of each customer. The Senior Manager of Contact Centre Support Services GSG is accountable for managing WFM Real Time, leading the communication, integration and execution of scheduling and intraday management processes. Performing analysis with the objective of matching labor supply to demand across all service teams on a real time and forward looking basis, working in coordination with the central Workforce Management Team to lead and manage the overall operational performance of GSG. The incumbent will ensure that Contact Centre Workforce Management strategy drives superior customer service and productivity by utilizing call driver intelligence, productivity trends, scheduling and Intraday management strategies to en…