Workforce Real time analyst

Descripción de la oferta

Workforce real time analyst
The Onsite Workforce Management Real Time Analyst plays a vital role by ensuring that we achieve our objectives by adjusting to the real time events related to staffing and schedule adherence. This role is empowered to help address issues and make changes as appropriate to ensure that program objectives are being met.
Responsabilities:
Manage and monitor intraday queue performance and schedule adherence.
Partner with Operations to ensure that a workforce management plan is in place and is actively being implemented.
Monitor real-time ACD agent work states & notify leadership of exceptions.
Perform real time changes to agent schedules in WFM platform.
Serve as point of contact between Operations and Workforce Management to identify:
- unexpected changes in volume which require changes to plan.
-unexpected changes to absenteeism which might require a change in hours.
  Monitor and document absenteeism within the WFM platform.
Understand client specific objectives and corresponding metrics necessary to achieve goals.
Communicate with client scheduling and RTA groups as required.
Other duties as assigned.Skills and qualifications - Hard and soft skills:
2 years of experience working in a Contact Center or BPO (It can be in any position: CSR, sales, logistics, etc)
At least 6 months of experience in Real time or Workforce 
Strong understanding of Contact Center best practices
Experience using Microsoft Office, primarily Excel, Outlook, and OneNote
Ability to work overtime as required
English Level + 90% - C1/C2 (This is a client facing position)Location: Medellín
Schedule: Full availability with two days off per week. The 45-hour workweek is not exceeded
-Indefinite term contract
-Agreements with gyms, universities, hotels, restaurants and much more.

Apply now and become a soulver!

Requerimientos

• Educación mínima: Universidad / Carrera tecnológica
• 1 año de experiencia
• Disponibilidad de viajar: Si

Palabras clave: analista, analyst

Hace 2 días (actualizada)

Acerca de SOLVO S.A.S

Somos un equipo que busca conectar los mejores talentos con las mejores empresas internacionales, principalmente, de Estados Unidos, las cuales están enfocadas en sectores como Recursos Humanos, Nómina, Servicio al Cliente, Finanzas, Servicios Legales, Marketing, Ventas, entre otros. Brindamos las mejores experiencias laborales para ofrecer los mejores resultados a nuestros clientes.

Aplica ahora y trabaja desde la ciudad de Medellin, Bogotá, Barranquilla, Bucaramanga y Cali.

Salarios