WFM Real Time Analyst

Atain; Medellín; On-site; COP 31,482,000 - 37,710,000; Full time

Job summary

ATAIN is a multinational BPM, Technology and Digital Services company operating in Colombia. The role focuses on maintaining an optimal staffing system through live control, adequate planning and historical follow-up.

Key responsibilities include generating and publishing reports, creating templates, coordinating with end-user clients, and designing new MI reporting modules while meeting SLAs and ensuring adherence to staffing controls.

Qualifications

• Proficiency with MS Office and spreadsheet tools.
• Experience in automation of MS-Excel reports.
• Strong verbal and written communication skills.
• Adaptable to rotating shifts and tight deadlines.
• Detail-oriented with a sense of urgency.

Responsibilities

• Generating and publishing reports: Hourly, Daily, Monthly.
• Creating reports and templates as per process.
• Coordinate with end-user clients on a daily basis.
• Design and establish new MI reporting modules.
• Meet SLAs and TAT of MI reporting.
• Ensure interval staffing compliance through real time and trend analysis.
• Control scheduling and Adherence.

Skills

MS Office proficiency

Communication skills

Attention to detail

Pressure tolerance

Numeric/abstract thinking

Tools

MS Excel automation

MS Access

IEX

Job description

We are a multinational company that works in the telecommunications sector or BPO focused on customer service currently in constant growth in Colombia. We want you to be part of this great team.

Contract: Full-time, indefinite term

Salary Range: 3´100.000 COP

Purpose of the Role

The purpose of this role is to maintain an optimal staffing system through live control, adequate planning and historical follow up

Key Responsibilities

• Generating and publishing reports: - Hourly/Daily/Monthly
• Creating reports and template as per process requirement
• Communication and coordination with end-user clients on daily basis
• Designing and establishing new MI reporting modules
• Meeting SLAs and TAT of MI reporting
• Guaranteeing Interval staffing compliance through real time and trend analysis
• Controlling scheduling and Adherence

Requirements

• Knowledge of MS Office and spreadsheet
• Experience in automation in MS-Excel Reports
• Strong verbal and written communication skills.
• Experience with MS Access, IEX, would be an added advantage
• Adaptable to rotating shifts
• Capability to work diligently under pressing deadlines and changing environments
• Attention to Details and Sense of urgency
• Numeric and Abstract mindset for logic solving

About ATAIN

ATAIN is a leading BPM, Technology and Digital Services and Solutions Company committed to deliver innovation and business excellence across the entire spectrum of Travel, Transportation and Hospitality domain.

Established in 1998, with 100% focused on the Travel industry, we have more than 70 marquee customers globally. ATAIN serves 4 in top 5 Airlines, 4 out of Top 5 Travel Companies, 4 out of Top 5 Hospitality companies. We provide digital contact center services, travel technology and innovative digital services and solutions for 100+ travel processes including Reservations and Sales, Customer Service, IROPS Management, Baggage Helpdesk, Crew Helpdesk, Chatbots, Robotic Process Automation, Travel Analytics and Social Media Services.

ATAIN employs more than 11‚000 travel experts globally with 100% focus on travel domain, providing services to Airlines, Travel Management Companies, Online Travel Agencies, Travel Technology Companies, Hotels, Railways, Airports, Cruises, Car Rental and Logistics. ATAIN is ISO 27001:2013, CMMI SVC Level 5 and ISAE-3402 compliant for IT, and COPC® Certified v6.0, ISO 27001:2013 and PCI DSS 3.2 certified for BPO processes. The organization follows Six Sigma rigor for process improvements.

• ATAIN provides equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these groups.

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