Workforce Real Time Analyst

hace 3 días

Hermosillo, México Support Services Group A tiempo completo

**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.

**Main Duties/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 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**:

- ** 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.

  • Workforce Real Time Analyst

    hace 4 semanas

    Hermosillo, México Support Services Group A tiempo completo

    **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...

  • Real Estate Transaction Coordinator

    hace 3 semanas

    Hermosillo, México EZ Max Offer A tiempo completo

    We are looking for a _Virtual_ Real Estate Transaction Coordinator for a fast growing real estate investment firm.This position requires attention to detail, time management, and professional communication skills. This position will assist with creating a smooth closing process while maintaining a high level of customer service to all clients in the real...

  • Business Analyst

    hace 3 semanas

    Hermosillo, México Scout Solar MX A tiempo completo

    Scout Solar MX is a remote solutions company and a subdivision of the company based in Tempe, AZ. The company was founded in 2008, and we specialize in the design, engineering, and construction of commercial-grade solar systems.For this position, you will work directly with our Head Tax Analyst. We are looking for a profile willing to develop and learn but...

  • Strategy Data Analyst

    hace 4 semanas

    Hermosillo, México Icalia Labs A tiempo completo

    At Icalia Labs we transform businesses with powerful and adaptable digital solutions that satisfy the needs of today and unlock the opportunities of tomorrow.At Icalia we provide expert software design and development services for companies to create world-class products. We distinguish ourselves from many other nearshore custom software development...

  • Business Analyst

    hace 7 días

    Hermosillo, México Scout Solar MX A tiempo completo

    Scout Solar MX is a remote solutions company and a subdivision of the company based in Tempe, AZ. The company was founded in 2008, and we specialize in the design, engineering, and construction of commercial-grade solar systems. For this position, you will work directly with our Head Tax Analyst. We are looking for a profile willing to develop and learn but...

  • Scheduler

    hace 1 día

    Hermosillo, México LAUNCH Technical Workforce Solutions A tiempo completo

    Scheduler LAUNCH Technical Workforce Solutions is seeking a Scheduler for a short term project in Hermosillo, Mexico. Job Duties and Responsibilities: As a member of a professional program planning team, the selected candidate must have experience with the scheduling discipline, as well as the leadership qualities necessary to foster collaboration among...

  • Senior Data Analyst Bilingual

    hace 2 semanas

    Hermosillo, México Intugo A tiempo completo

    We are looking for a **Senior Data Analyst** to join our team! **Responsibilities**: - Provide insightful summaries and next step recommendations of projects to the business owners. - Create or mentor other analysts to provide insightful, easy to understand visualizations that provide performance, trending and benchmarking analysis to meet business...

  • Scheduling Analyst

    hace 4 semanas

    Hermosillo, México Developmental Specialty Partners A tiempo completo

    **Scheduling Operations Analyst****Job Summary**:This remote work opportunity as the Scheduling Analyst involves managing and coordinating schedules. Collaborate closely with the operational team to ensure efficient scheduling aligned with operational needs.**Responsibilities**:- Coordinate schedules for logistics and clinic operations.- Manage the...

  • Strategic Buying Services Analyst II

    hace 7 días

    Hermosillo, Sonora, México Conduent Solutions de Mexico, S. de R.L. de C.V. A tiempo completo

    Objetivo:El puesto de STRATEGIC BUYING SERVICES ANALYST I brindará soporte y servicio al cliente para un gran cliente automotriz global en múltiples categorías para bienes y servicios no relacionados con la producción. Se requiere altamente dominio del inglés, ya que este puesto interactúa con múltiples ubicaciones.Responsabilidades: ¿Cuáles son las...

  • IT OPERATIONS ANALYST I

    hace 1 día

    Hermosillo, México TE Connectivity A tiempo completo

    3 weeks ago Be among the first 25 applicantsAt TE, you will unleash your potential working with people from diverse backgrounds and industries to create a safer, sustainable and more connected world.Job OverviewTE Connectivity’s IT Operations Teams support hardware installation and configuration and ongoing maintenance of the computer/data center. They...