Bilingual Real-Time Workforce Analyst (Merida)

Concentrix - CA; Mérida; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A leading customer service provider in Mérida is seeking a Real Time Analyst - Bilingual to oversee intraday performance. The role requires effective communication skills in English and proficiency in Excel. The analyst will manage schedules, monitor activity, and ensure staffing meets client demands. Ideal candidates will have at least one year of experience in related roles. This is a full-time position.

Formación

• Previous experience in Workforce Management entry-level roles, or data analysis roles (at least 1 year).

Responsabilidades

• Distributes accurate and timely agent schedules.
• Inputs intraday corrections and exceptions into systems for agent time off and absences.
• Monitors inbound volume for unusual activity to ensure staffing needs are met.
• Recognize abnormal scheduling issues and escalate as necessary.
• Initiates and coordinates trouble tickets and escalates issues as required.
• Prepares standard and ad hoc reports for agent availability effectiveness.
• Monitors and resolves agent availability concerns using various communication methods.

Conocimientos

Effective written and verbal communication skills in English (B2 level)

Proficient in Excel, including elaboration of Pivot Tables

Ability to multi-task and meet timelines

Detail oriented

Results-oriented

Quick learner and self-starter

Educación

Associate degree in related field

Descripción del empleo

A leading customer service provider in Mérida is seeking a Real Time Analyst - Bilingual to oversee intraday performance. The role requires effective communication skills in English and proficiency in Excel. The analyst will manage schedules, monitor activity, and ensure staffing meets client demands. Ideal candidates will have at least one year of experience in related roles. This is a full-time position.