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Contact Center - Workforce Management Analyst (GDL)


Guadalajara, Guadalajara, Mexico

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Workforce Management Analyst - Assists and supports WFM team members gather data, as well as manage and report Intraday activities

Roles and Responsibilities:

Individual may have responsibility for some of the following processes for the Call Center operations: Intraday Operations, Performance Reporting and Analysis, Payroll Administration, Attendance Reporting and Trending or Systems Access and Readiness. Monitors several metrics (e.g. Number of calls in queue, level of abandonment, level of occupancy, average handle time) and takes immediate action based on operational precedents.

Key Competencies and Skills:

Required Skills, etc: Comprehension of call center environment
- Desirable experience with Nice IEX TotalView WFM and Avaya CMS and Intermidiate Excel skills.

Education and Qualifications:

High School finished, College preferred with degrees related to business management, mathematics, call center principles