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

Job DetailsJob Location: Mexico Location - Guadalajara, JA 44610Position Type: Full TimeSalary Range: $26,000.00 Salary/monthPosition Summary

The Workforce Forecasting & Scheduling Analyst is responsible for analyzing historical trends, call arrival patterns and operational metrics to develop accurate forecasts and staffing plans for Las Vegas (LAS) and Guadalajara (GDL). This role is critical in balancing staffing level with forecasted demand while actively tracking agent compliance using various systems. In addition, the analyst must support business needs by creating and maintaining agent schedules, adjusting coverage based on projected demand, and coordinating schedule changes, swaps and time-off requests. The analyst works closely with Real-Time Analysts and other Workforce team members to identify staffing risks, support operational coverage and provide visibility into future Workforce needs.

Essential Functions

• Analyze historical call volume, arrival patterns, workload trends and other relevant operational metrics to identify demand patterns and forecasting opportunities.
• Develop and maintain workload forecasts at the interval, daily, weekly and monthly levels based on historical performance, seasonality, business trends and expected changes in demand.
• Develop staffing and Workforce plans that gives visibility to Operations of upcoming forecasts.
• Create, maintain, manage and adjust agent schedules based on forecasted call volume, staffing requirements, and agent availability (including Weekend and Holiday game plans).
• Manage agent schedule changes, shift adjustments, schedule swap requests, vacation requests, and other time-off activities for Las Vegas (LAS) and Guadalajara (GDL) teams.
• Review existing schedules and recommend schedule adjustments when staffing patterns do not align with projected demand.
• Support real-time monitoring of agent compliance and collaborate with the Real-Time Analyst as needed.
• Coordinate with different departments to schedule agent training sessions, team huddles and other mandatory meetings.
• Schedule coaching and 1-2-1 sessions in Genesys Cloud based on supervisor requests.
• Add new agents into the Workforce Management system and ensure profiles, queues, and schedules work plans are correctly configured.
• Communicate with leadership and supervisors on scheduling and compliance impacts.
• Ensure all tasks are completed in compliance with company policies and labor regulations.
• Serve as a backup for various Workforce functions, including Real-Time and Operations Analysis.
• Ensure alignment with company policies, procedures, and operational standards.
• All other tasks as assigned by management.

Other Duties

This job description in no way states or implies that these are the only duties to be performed by the employee in this position. It is not intended to give all details or a step-by-step account of the way each procedure or task is performed. The incumbent is expected to perform other duties necessary for the effective operation of the department.

QualificationsRequired Education and Experience

• Bilingual (English – Spanish) required
• At least 1.5 years of experience in Workforce or a scheduling/adherence support role.
• Strong attention to detail with the ability to track and follow up on multiple tasks.
• Able to work with data and reporting tools.
• Basic knowledge of Microsoft Office applications (Word, Excel, Outlook).
• Strong written and verbal communication skills.
• Ability to work independently and manage time effectively under pressure.
• Good judgment and discretion when handling sensitive or confidential information.
• Must be able to type at least 30 words per minute.

Preferred Education and Experience

• Familiarity with Genesys Cloud, Paycom, or other workforce management systems.