Customer Experience Specialist WFM

Customer Experience Specialist - WFM

About us
Nu is one of the largest digital financial platforms in the world with more than 122 million customers across Brazil Mexico and Colombia. Guided by our mission to fight complexity and empower people we are redefining financial services in Latin America and this is still just the beginning of the purple future were building.

Listed on the New York Stock Exchange (NYSE:NU) we combine proprietary technology data intelligence and an efficient operating model to deliver financial products that are simple accessible and human.

Our impact has been recognized by global rankings such as Time 100 Companies Fast Companys Most Innovative Companies and Forbes Worlds Best Bank. Visit our institutional pageCareers at Nu - Join our team!

About the role

We are looking for a proactive and strategic person who does not wait to be told what to do. On our team you will have the autonomy to design and execute plans that boost not only your own performance but that of the entire team. You will be a key connector able to communicate clearly influence different areas and align stakeholders to bring your initiatives to life. If you are passionate about solving complex problems with data and thrive in a collaborative environment where constant learning is celebrated this is the place for you.

Youll be responsible for:

• Be responsible for the end to end governance of the CX routing model in Colombia.
• Lead the Allocation process in collaboration with WFM ensuring optimal resource distribution based on demand forecasts and operational priorities.
• Monitor and optimize utilization adherence and productivity metrics across internal teams and BPOs.
• Work closely with Workforce Management (WFM) as part of it CX Operations and Analytics teams to identify opportunities for efficiency gains ensuring the right balance between service levels and cost efficiency.
• Analyze performance data to identify bottlenecks inefficiencies or unbalanced workloads proposing data backed improvements.
• Communicate key insights operational risks and performance updates to leadership and stakeholders in a clear concise and data driven manner.

Qualifications:

• Bachelors degree
• English level: Advanced (All reports dashboards and presentations are in English)
• Strong understanding of operational CX logic and workforce models (WFM)
• Advanced skills in Excel/Google Sheets for analysis and reporting.
• Familiarity with SQL for extracting and analyzing operational data.
• Experience with CX systems and routing platforms (e.g. Twilio Zendesk) is a strong plus.

Benefits

• Chance of earning equity at Nu
• Extended maternity and paternity leaves
• Health and life insurance
• NuCare - Our mental health and wellness assistance program
• Nucleo - Our learning platform of courses
• NuLanguage - Our language learning program
• Vacations of 15 workdays
• Gym partnership
• Work-from-home Allowance
• Parental Consultancy
• Relocation Assistance Package if applicable

Location & Work Model

• This position is based in Bogotá Colombia
• Our hybrid work model brings us to the office for one week every cycle which may vary between one and three months.