Real-Time WFM Analyst: Call Center Optimizer

Support Services Group; Hermosillo; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A leading outsourcing solutions company in Hermosillo seeks a Workforce Real Time Analyst to oversee real-time agent performance and maintain efficiency within the call center. This role includes monitoring agent productivity, managing schedules, and ensuring adherence to service levels. The ideal candidate should have experience in Workforce Management, strong analytical skills, and be proficient with IEX and MS Excel. This position requires excellent communication skills and attention to detail.

Formación

• Minimum of 1 year experience in Workforce Management.
• Experience with real-time tools, preferably IEX.
• Knowledge of ACD, forecasting, and scheduling.

Responsabilidades

• Monitor real time agent states and communicate with agents.
• Adjust schedules and data entry of schedules.
• Manage agent lunches and breaks.
• Ensure adherence to schedules and productivity.
• Communicate system issues to Helpdesk and management.

Conocimientos

Multitasking in a fast-paced environment

Decision-making skills

Problem-solving skills

Excellent oral communication

Excellent written communication

Attention to detail

Educación

High School Diploma/GED

Herramientas

IEX real time tool

MS Excel

Descripción del empleo

A leading outsourcing solutions company in Hermosillo seeks a Workforce Real Time Analyst to oversee real-time agent performance and maintain efficiency within the call center. This role includes monitoring agent productivity, managing schedules, and ensuring adherence to service levels. The ideal candidate should have experience in Workforce Management, strong analytical skills, and be proficient with IEX and MS Excel. This position requires excellent communication skills and attention to detail.