Workforce Management Analyst

Datamark, Inc.; Ciudad Juárez; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A leading workforce management firm in Ciudad Juárez is seeking a detail-oriented Workforce Management Analyst. This role involves analyzing workforce data, forecasting call volume, and creating staffing plans to ensure operational efficiency. The ideal candidate will have strong analytical skills, at least a year of relevant experience, and proficiency in Microsoft Excel, among other tools. The company offers weekly pay, paid training, and other legal benefits.

Servicios

All law benefits provided

Cafeteria

Weekly pay

Paid training

Formación

• At least 1 year of WFM experience; 2 or more years preferred.
• Strong analytical skills with the ability to interpret and present data effectively.

Responsabilidades

• Analyze historical call volume data and forecast future trends.
• Create and maintain staffing schedules to meet service level agreements (SLAs).
• Monitor real-time call center operations and make adjustments as necessary.
• Collaborate with management to identify areas for improvement in workforce performance.

Conocimientos

Analytical skills

Communication skills

Proficiency in Microsoft Excel

Workforce management software proficiency

Educación

Bachelor’s degree preferred

Herramientas

Data analysis tools

Data visualization tools

Descripción del empleo

DATAMARK, Inc. is looking for a detail-oriented and analytical Workforce Management Analyst to join our team. In this crucial role, you will be responsible for analyzing workforce data, forecasting call volume, and creating staffing plans to ensure operational efficiency within our contact center.

The Workforce Management Analyst will play a key role in optimizing workforce deployment, enhancing service levels, and improving overall customer satisfaction. You will collaborate with various departments to ensure that we have the right number of agents available at the right time.

Responsibilities

• Analyze historical call volume data and forecast future trends.
• Create and maintain staffing schedules to meet service level agreements (SLAs).
• Monitor real-time call center operations and make adjustments as necessary.
• Collaborate with management to identify areas for improvement in workforce performance.
• Generate reports to communicate workforce metrics and performance levels to stakeholders.
• Assist in the development and implementation of workforce management strategies to enhance efficiency.

Qualifications

• Bachelor’s degree preferred; additional years of direct experience may considered in lieu of a degree
• At least 1 year of WFM experience; 2 or more years preferred.
• Proficient in workforce management software and data analysis tools.
• Strong analytical skills with the ability to interpret and present data effectively.
• Excellent communication and interpersonal skills.
• Proficiency in Microsoft Excel and data visualization tools.
• Knowledge of contact center operations is a plus.

Benefits

• All law benefits provided
• Cafeteria
• Weekly pay
• Paid training