Remote Bilingual Workforce Analytics Specialist

CSC Generation Enterprise; México; Presencial; MXN 254.000 - 304.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Home office

Full equipment provided

Paid training

Descripción de la vacante

CSC Generation Enterprise is seeking a Junior Workforce Analyst in Mexico to monitor real-time staffing, forecast demand, and optimize workforce allocation across multi-site contact centers. You will generate reports, manage schedules, and collaborate with operations and HR to ensure service levels and efficiency.

The role requires 1–2 years in data analysis or contact center ops, strong Excel skills, and familiarity with WFM tools. Remote work options and home-office setup are available.

Formación

• High school diploma required; bachelor’s degree preferred.
• 1–2 years in data entry, information analysis, or contact center operations.
• Advanced proficiency in Microsoft Excel and Office apps.
• Experience with workforce management systems (NICE, Verint, Playvox, Genesys, Aspect).
• BI tools such as Looker or Oracle BI are a plus.
• Strong analytical, communication, and teamwork skills.

Responsabilidades

• Monitor real-time call volumes, agent availability, and adherence to schedules.
• Track SL, AHT, and ABN; generate reports for leadership.
• Create optimized schedules for multi-site, multi-channel teams.
• Review forecasts and adjust for deviations or events.
• Analyze metrics to identify staffing insights and optimization opportunities.
• Maintain data integrity in WFM systems and troubleshoot issues.
• Collaborate with leaders, HR, and operations on staffing and queue health.

Conocimientos

Excel proficiency

Data analysis

Communication

Attention to detail

Independent work

Educación

High school diploma

Bachelor’s degree (preferred)

Herramientas

NICE

Verint

Playvox

Genesys

Aspect

Looker

OBI

Descripción del empleo

CSC Generation Enterprise is seeking a Junior Workforce Analyst in Mexico to monitor real-time staffing, forecast demand, and optimize workforce allocation across multi-site contact centers. You will generate reports, manage schedules, and collaborate with operations and HR to ensure service levels and efficiency.

The role requires 1–2 years in data analysis or contact center ops, strong Excel skills, and familiarity with WFM tools. Remote work options and home-office setup are available.