Bilingual Workforce Forecasting & Scheduling Analyst

RESORTCOM INTERNATIONAL MEXICO; Región Centro; Presencial; MXN 247.000 - 334.000; Jornada completa

Descripción de la vacante

RESORTCOM INTERNATIONAL MEXICO is seeking a Workforce Forecasting & Scheduling Analyst to analyze historical call volumes, arrival patterns and operational metrics to develop forecasts and staffing plans for Las Vegas (LAS) and Guadalajara (GDL). This role balances staffing with forecasted demand and tracks agent compliance across systems.

The analyst will create and maintain agent schedules, adjust coverage based on demand, coordinate time-off requests, and work with Real-Time Analysts to

Formación

• Bilingual English–Spanish required.
• 1.5+ years in Workforce or scheduling/adherence role.
• Strong attention to detail and ability to manage multiple tasks.
• Proficient with data and reporting tools; MS Office skills.

Responsabilidades

• Analyze historical call volume and workload trends to forecast demand.
• Create and maintain staffing forecasts and schedules for LAS and GDL.
• Coordinate schedule changes, vacations, and time-off requests.
• Support real-time monitoring of agent compliance with guidance from Real-Time Analysts.

Conocimientos

Bilingual English-Spanish

Data analysis

Attention to detail

Communication skills

Time management

Microsoft Office

Typing 30 wpm

Herramientas

Genesys Cloud

Paycom

Workforce management tools

Microsoft Excel

Descripción del empleo

RESORTCOM INTERNATIONAL MEXICO is seeking a Workforce Forecasting & Scheduling Analyst to analyze historical call volumes, arrival patterns and operational metrics to develop forecasts and staffing plans for Las Vegas (LAS) and Guadalajara (GDL). This role balances staffing with forecasted demand and tracks agent compliance across systems.

The analyst will create and maintain agent schedules, adjust coverage based on demand, coordinate time-off requests, and work with Real-Time Analysts to