Wfm Service Desk Analyst

(Bilingual-English) WFM Service Desk Analyst**At AT&T we´re redefining the future of connectivity. At our core is a passion to serve our customers with products and services that create connections, improves lives and allows millions to share the stories and experiences that matter.**As a (Bilingual-English) WFM Service Desk Analyst you will be responsible of:- Schedule maintenance, perform audits to avoid any KPI or payroll impacts.- Monitors several metrics and takes immediate action based on operational precedents.- Utilizes knowledge of WFM processes and procedures in helping to identify and solve common issues such as schedule maintenance, utilizing NICE IEX, Avaya CMS and other specialized tools.- Manages the processes associated with adjusting offline activities to improve answer performance.- Faces common complex issues related with the daily operations and executes pre-defined solutions.- Full English Professional Proficiency.- College preferred with degrees related to business management, mathematics, call center principles.- 1-2 years WFM Experience.- Call center experience needed.- Desirable WFM Experience.- Process management.- Project administration.- Advanced Excel skills.