WFM Analyst - Bogotá

at  Concentrix

Job Title:
WFM Analyst - Bogotá
Job Description
The Associate , Real Time Management is responsible for managing the intraday performance of one program or line of business within a Call Center environment. This position will utilize monitoring systems to ensure appropriate staffing levels and agent availability to meet client expectations and Concentrix scheduling standards.

REQUIREMENTS

• Associate’s degree related in a field with two to four years of relevant experience preferred.
• Advance in Excel and other Microsoft office.
• Proficient in resource scheduling/ intraday management applications preferred.
• Work well under pressure and follow through on items to completion.
• Strong communications skills. both written and verbal.
• Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverable.
• Detail oriented.
• Willingness to work a flexible schedule.
• Proficient in English, B2 English level is a Must.
  Location:
  Colombia, Bogota 3
  Language Requirements:
  Time Type:
  Full time
  If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Resident

• Distributes accurate and timely agent schedules
• Inputs intraday corrections and exceptions into systems for agent time off and absences
• Monitors inbound volume for unusual activity to ensure staffing needs are met
• Recognize abnormal scheduling issues and escalate as necessary
• Initiates and coordinates trouble tickets and escalate issues as required
• Prepares standard and ad hoc reports for agent availability effectiveness
• Monitors and resolves agent availability concerns via face-to-face communications, phones, and messaging applications with agent(s) and command center.