Workforce Specialist
Encontrado en: Jooble MX O C2 - hace 2 semanas
Job Responsibilities:
- Real Time monitoring for KPIs in Contact Center, reporting and provide details about impacts or issues
- Process all agents time off request within parameters established
- Skills adjustments to maintain KPIs, campaigns and operational needs
- Process agendas and pauses required by operations
- Support other teams with data needed from Workforce related with schedules
- Update reports for Campaigns and Agents Adherence
Required Qualifications:
- Full time availability
- They must possess strong communication skills to ensure that operational partners are kept informed of developments effectively and to ensure that all appropriate staff are aware of issues
- Workforce analyst must be able to work independently as well as function effectively as a member of a team
- Ability to establish an efficient workplace environment, therefore, it is important that they are able to manage a range of tasks and prioritize their responsibilities, and meet deadlines
- Proficient with Microsoft Excel and Office, in order to store data, create reports, produce schedules and perform other tasks. They must also have working knowledge of workforce management software used to manage schedules, work flow, and statistical data
- The ability to work effectively in a fast-paced situation and to handle stress, as well as to adapt to rapid changes in information, process, direction, or immediate workflow
- English Fluency required
Preferred Qualifications
- 1+ years of workforce real time experience
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