Remote Bilingual Junior Workforce Analyst - Real-Time Staffing

Lever, Inc.; México; A distancia; MXN 254.000 - 304.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Home office

Full equipment provided

100% paid training

Law benefits from day one

Two days off

Medical insurance after 3 months

Food vouchers

Descripción de la vacante

CSC Generation in Mexico is seeking a Junior Workforce Analyst to optimize contact center staffing through real-time monitoring, forecasting, and reporting. You will support service levels, reduce abandonment, and collaborate with HR and operations to align schedules with business needs.

The role requires 1–2 years in data analysis or contact center ops, a high school diploma (bachelor’s preferred), strong Excel skills, and familiarity with WFM tools such as NICE or Verint.

Formación

• High school diploma required; bachelor’s degree (completed or in progress) preferred.
• 1-2 years of experience in data entry, information analysis, or contact center operations.
• Advanced proficiency in Microsoft Excel and familiarity with workforce management systems.

Responsabilidades

• Monitor call volumes, agent availability, and adherence to schedules.
• Track service levels, AHT, and abandonment rates; escalate staffing issues.
• Create and maintain optimized schedules for multi-site, multi-channel contact centers.
• Develop forecasts based on historical data, call trends, and business needs.
• Analyze key metrics to identify trends and opportunities to improve staffing.

Conocimientos

Advanced Excel

Data analysis

Forecasting

Educación

High school diploma

Bachelor’s degree preferred

Herramientas

NICE

Verint

Playvox

Genesys

Aspect

Looker

OBI

Descripción del empleo

CSC Generation in Mexico is seeking a Junior Workforce Analyst to optimize contact center staffing through real-time monitoring, forecasting, and reporting. You will support service levels, reduce abandonment, and collaborate with HR and operations to align schedules with business needs.

The role requires 1–2 years in data analysis or contact center ops, a high school diploma (bachelor’s preferred), strong Excel skills, and familiarity with WFM tools such as NICE or Verint.