Bilingual Junior Workforce Analyst

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Oversee call volumes, agent availability, and adherence to established schedules

• Monitor service levels, average handling time, and rates of abandonment

• Detect and escalate potential staffing challenges

• Produce real-time and historical performance reports for management

• Develop and sustain optimized schedules for multi-site, multi-channel, and multi-skilled contact centers

• Review and modify traffic forecasts to account for deviations or unexpected events

• Assist in formulating forecasts based on historical data, call trends, and business requirements

• Process short-term leave requests and input real-time exceptions into workforce management systems

• Analyze call center metrics to pinpoint trends and enhance staffing strategies

• Identify opportunities to improve operational efficiency and service delivery

• Collaborate with account planners on measures to adapt for upcoming campaigns

• Ensure data integrity in workforce management systems and tools

• Conduct basic maintenance on telephony systems, troubleshoot issues, and escalate as necessary

• Manage workforce software tools and system configurations

• Work alongside team leaders, operations, and HR on staffing and resource allocation

• Participate in and lead weekly meetings with department managers

• Serve as the primary contact for employee scheduling and staffing inquiries

• Contribute to achieving contact center operational goals through actionable insights and recommendations

⛳️ Requirements

• High school diploma is required; bachelor’s degree (completed or in progress) is preferred

• 1-2 years of experience in data entry, information analysis, or contact center operations is required

• Advanced skills in Microsoft Excel and other Office applications

• Familiarity with workforce management systems (e.g., NICE, Verint, Playvox, Genesys, or Aspect)

• Experience with Business Intelligence software like Looker or OBI is an advantage

• Strong analytical abilities with a keen attention to detail

• Capacity to collect, organize, and analyze data to deliver actionable recommendations

• Exceptional written and verbal communication skills

• Strong problem-solving abilities, adaptability, and teamwork

• Capability to work independently with minimal supervision and manage confidential information discreetly

• Proficiency in keyboarding and data entry tasks

• Ability to communicate clearly and effectively in both spoken and written formats

• Capacity to analyze data and documents with good visual acuity

• Ability to perform job functions in either an office or remote environment as necessary

• Bilingual communication skills (English and Spanish as indicated by the job title and Mexico-based role)

🏝️ Benefits

• Legal benefits from day one

• Home office setup

• Complete equipment provided

• 100% paid training

• 10-hour shifts

• 1 hour for lunch - 2 breaks of 15 minutes each

• Two days off

• Total Pass

• Additional benefits beyond legal requirements after 3 months (minor and major medical insurance, food vouchers)