Workforce Management Analyst

hace 6 días


Ciudad de México, Ciudad de México Patrianna A tiempo completo

Patrianna's Workforce Management (WFM) team is seeking an experienced Real-Time Analyst (RTA) to oversee the smooth operation of live chat services. As an RTA, you will be responsible for monitoring workflow in real time, managing staffing needs, and maintaining key performance metrics.

Main Responsibilities
  • Real-Time Data Analysis
  1. Monitor live chat volumes, agent availability, and queue status in real time.
  2. Identify trends and make recommendations for process improvements.
Staffing and Scheduling Optimization
  1. Adjust schedules or reassign agents to different chat queues as needed to maintain service level targets.
  2. Communicate staffing concerns and propose solutions to ensure optimal coverage.
Performance Metrics Tracking
  1. Track and record KPIs for live chat.
  2. Provide regular reports to highlight trends, issues, and improvements.
Cross-Functional Collaboration
  1. Work closely with Team Leads, Supervisors, and WFM leadership to ensure effective communication.
  2. Keep all stakeholders informed of operational changes, performance issues, or opportunities for efficiency gains.

If you have experience in workforce management, analytical skills, and excellent communication abilities, we encourage you to apply for this exciting opportunity.



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