Workforce Analytics Specialist I

Financecolombia; Ciudad de México; Presencial; MXN 300,000 - 400,000; Jornada completa

Descripción de la vacante

A leading company in the scientific field is looking for a program point person to ensure schedule adherence and monitor staff activities. This role involves generating reports, analyzing performance metrics, and supporting client communication. Ideal candidates will possess strong organizational and communication skills, with a Bachelor's degree and relevant experience.

Formación

• 0 to 2 years of relevant experience or equivalent combination of education and training.

Responsabilidades

• Generates reports for clients to meet standards.
• Analyzes trends in performance metrics.
• Supports scheduling and coordination of work.

Conocimientos

Organizational skills

Attention to detail

Time management

Effective communication

Problem-solving

Interpersonal skills

Team collaboration

Educación

Bachelor's degree

Herramientas

Microsoft Office

Descripción del empleo

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

Summarized Purpose: Serves as a program point person for schedule adherence and monitoring staff activity. Assists with client reporting and real-time management responsibilities. Provides analysis of contact center data to the client and internal contacts.

Essential Functions:

1. Generates reports for internal and external clients to meet contractual and regulatory standards.
2. Analyzes trends in key performance metrics and shares outliers and potential red flags with program leaders.
3. Supports scheduling and coordination of phone and non-phone work.
4. Provides direction to agents and management to support service level and abandonment rate goals.
5. Acts as liaison between operations, technical operations, and client teams by troubleshooting issues and submitting tickets.
6. Assists with training and support of software applications required for key workflow processes, such as call handling and reporting tools.
7. Completes assigned tickets as needed.

Education and Experience:

Bachelor's degree or equivalent and relevant formal academic/vocational qualification. Previous experience that provides the knowledge, skills, and abilities to perform the job (comparable to 0 to 2 years) or an equivalent combination of education, training, and experience.

In some cases, an equivalency consisting of a combination of appropriate education, training, and/or directly related experience will be considered sufficient for an individual to meet the requirements of the role.

Knowledge, Skills, and Abilities:

• Organizational skills
• Strong attention to detail
• Time management skills and the ability to multi-task
• Effective verbal and written communication skills
• Excellent language skills (comprehension, speaking, reading, and writing); required if the position involves languages other than English
• Excellent problem-solving skills
• Excellent computer skills including Microsoft Office tools
• Excellent interpersonal skills
• Ability to work in a collaborative team environment