Real Time Analyst - Workforce

We are looking for a Workforce Management Analyst to improve workforce management effectiveness by scheduling and forecasting for our fast-growing customer contact center. One of the main functions of this position is forecasting our staffing needs, so you will need to consider the contact volume, headcount requirements, and time-off requests. This also requires real-time monitoring and oversight of our employees.Required Skills:Organizational and communication skillsComputer proficiencyProcess analytical skills in a call center environmentStrong knowledge of Microsoft applications including Outlook, Excel, and Access with the ability to create and maintain databases.Knowledge of workforce management tools and the ability to maintain themKnowledge of Word and PowerPoint and the ability to use them to present to both internal and external contacts.Written and conversational advanced level of English C1/C2Responsibilities:Use Workforce Optimization (CX One) software to improve efficiencyGenerate reports to show changes to productivity or performanceUphold a high standard of customer service through real-time monitoring and other methodsUtilize specialized software tools to manage and determine optimal staffing requirements, staffing counts, optimal work schedules and meet multi-system requirements for service level objectives, forecast staffing levels for multiple call center teamsMonitor real-time adherence to schedules and make necessary adjustments to optimize productivity.Analyze call center data and provide insights to identify opportunities for improving operational efficiency and performance.Collaborate with call center managers and supervisors to identify and address staffing gaps and operational challenges.What We Offer:Base salary of $24,000 per monthLaw benefits from day oneMajor Medical ExpensesLife InsuranceShift: 5 days of work, 2 days offSchedule 6am-3pm or 11am-8pmMinimum Requirements:Educación mínima: Educación media superior - Bachillerato Tecnológico1 año de experienciaPalabras clave: analista, analyst#J-18808-Ljbffr