Workforce Real Time Analyst

Support Services Group; Hermosillo; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A leading outsourcing solutions company in Hermosillo seeks a Workforce Real Time Analyst to oversee real-time agent performance and maintain efficiency within the call center. This role includes monitoring agent productivity, managing schedules, and ensuring adherence to service levels. The ideal candidate should have experience in Workforce Management, strong analytical skills, and be proficient with IEX and MS Excel. This position requires excellent communication skills and attention to detail.

Formación

• Minimum of 1 year experience in Workforce Management.
• Experience with real-time tools, preferably IEX.
• Knowledge of ACD, forecasting, and scheduling.

Responsabilidades

• Monitor real time agent states and communicate with agents.
• Adjust schedules and data entry of schedules.
• Manage agent lunches and breaks.
• Ensure adherence to schedules and productivity.
• Communicate system issues to Helpdesk and management.

Conocimientos

Multitasking in a fast-paced environment

Decision-making skills

Problem-solving skills

Excellent oral communication

Excellent written communication

Attention to detail

Educación

High School Diploma/GED

Herramientas

IEX real time tool

MS Excel

Descripción del empleo

Overview

Title: Workforce Real Time Analyst

Location: Onsite in Hermosillo, Sonora, Mexico

Department: Workforce Management

Reports to: WFM Manager

Support Services Group is a leading U.S.-based global provider of high-touch omnichannel outsource contact center solutions. Founded in 1998, our award-winning customer experience (CX) solutions have created exceptional outcomes for more than 50 of the world’s top brands and their customers. We are an ambitious team of game changers who thrive on solving complex problems.

We're looking for a highly energetic and collaborative WFM Real Time Analyst.

The individual in this position will oversee making sure that all calls are not only answered, but also correctly balancing conversions with service levels. Along with these responsibilities, managing abandonment and utilization.

Note: This description preserves the original language and context while improving structure and formatting for readability.

Responsibilities

• Monitoring real time agent states and communicating with agents / management to ensure efficiency and maintain productivity.
• Adjusting schedules and data entry of schedules.
• Takes calls from agents calling out for their shifts, suggests time slots for agents to make up the missed time and forwards the information to attendance for recording purposes.
• Manages agent lunches and breaks to align with call volume.
• Managing adherence to schedules and ensuring agents are in productive states.
• Monitoring agent stats closely to prevent call avoidance.
• Recognize opportunities for improvements and relay that information to the appropriate parties clearly and effectively.
• Works closely with all management as it relates to optimizing floor performance.
• E-mails shift summaries to appropriate parties following each shift.
• Sends hourly updates as it relates to call handling including game plan.
• Communicates system issues accurately and effectively to Helpdesk and management in a timely fashion.
• Other duties as assigned.

Recommended Skills/Abilities

• Ability to multitask in a fast-paced environment.
• Must have excellent decision-making and problem-solving skills.
• Must have excellent oral and written communication skills.
• Ability to maintain a calm, approachable, positive, and consistent attitude when dealing with employees and stressful situations.
• Must be reliable and dependable.
• Exceptional attention to detail.
• Mathematical skillset in algebra, statistics, etc. relative to responsibilities of the job position.

Requirements

• Apply with resume in English
• At least 1 yr experience in Workforce Management.
• Previous experience any real time tool, preferably IEX.
• Knowledge of Automatic Call Distribution (ACD), forecasting, and scheduling.
• Strong attention to detail and accuracy.
• Experience creating MS Excel reports and templates.
• Excellent organizational and analytical skills.

Education

• Must have a minimum of a High School Diploma/GED with one year or more of experience working in a call center position.

Support Services Group is a CX solutions company who creates amazing experiences for the world’s best brands and their customers. We’re an ambitious team of innovators, risk-takers, and game-changers: the kind of folks who thrive on solving complex problems.