Real-Time Workforce Analyst – Contact Center

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

📋 Description

• Conduct real-time monitoring of KPIs within the Contact Center, analyzing intraday documentation and providing detailed descriptions when necessary due to impacts or issues.

• Perform intraday analysis encompassing KPIs such as campaign completion and agent adherence across all departments.

• Make skills adjustments to uphold KPIs, manage campaigns, and meet operational requirements.

• Process agendas and pauses required by operations in real-time while evaluating planned versus actual shrinkage.

• Handle all agent time-off requests within established parameters.

• Provide support to other teams by supplying necessary data from the Workforce.

⛳️ Requirements

• Availability for full-time work, including weekends.

• Strong communication skills are essential to keep operational partners informed of developments and ensure all relevant staff are aware of issues.

• Workforce specialists should be capable of working independently while also being effective team players.

• Ability to create an efficient workplace environment; thus, managing a variety of tasks, prioritizing responsibilities, and meeting deadlines is crucial.

• Proficiency in Microsoft Excel and Office for data storage, report creation, schedule production, and other related tasks. A working knowledge of workforce management software is also required to manage schedules, workflow, and statistical data.

• Capacity to work efficiently in a fast-paced environment and manage stress, as well as adapt to rapid changes in information, processes, direction, or immediate workflow.

• Fluency in English is mandatory.

• A minimum of 1 year of real-time workforce experience is required.

🏝️ Benefits

• We celebrate and nurture our inclusive culture through our employee resource groups.