Ngls Cc Real Time Analyst/ Workforce

hace 1 semana

Tijuana, México Integon Service Co. A tiempo completo

The Operations
- Workforce Mgmt. - Senior Associate is responsible for call center forecasting, scheduling, real-time queue, and staffing. This
position is for the closing shift.

**Key Responsibilities**:

- Compiles data on call center operations by pulling records from multiple databases, gathering information on a wide range of

metrics and building specialized reports to provide a comprehensive view of Call Center performance and relevant statistics
- Interprets records and compiles information by conducting in-depth analysis of call center data, reviewing statistics to ensure

validity and identifying patterns and trends to translate raw data into actionable information for the benefit of Call Center
leadership
- Assists in crafting monthly, quarterly, and annual reports to be administered to Call Center Leaders to better understand their

efficiencies and bottlenecks
- Shares analyses and findings by developing reports, creating business review presentations and communicating with business

leaders to inform on call center operations and provide detailed resources in support of business objectives
- Actively identifies areas for continuous improvement, and communicates ideas on implementing improvements

Contributes to increased efficiency and effectiveness of call center operations by communicating trends, identifying issues and

recommending fact-based strategies to improve workforce management
- Oversees daily activities related to assigned area of responsibility within department
- Develops, interprets, and maintains reporting to monitor agent performance within the Call Center and share findings with

necessary leadership and Workforce Management Team to increase efficiency

JOB REQUIREMENTS

**Preferred Qualifications**:
**Education and Experience**
- High school diploma or equivalent experience
- 3 or more years of experience

Certificates, Licenses, Registrations

**Functional Skills**
- Data extraction, analysis and reporting
- Applied knowledge of technology, techniques and methodologies for mining database information
- Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint)
- Applied knowledge of principles and methodologies for analyzing data from multiple sources and compiling findings into usable reports
- Terminology, function and fundamental capabilities of common computer, software, information and communication technology devices, components, and concepts
- Must possess effective verbal and written communication skills

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