Detalle de la Oferta

Descripción de la Oferta

Workforce Analyst – Real-Time

| Full-Time | On-site position | Rotating days off

We are looking for a Workforce Analyst with a sharp eye for operational discipline and a proactive mindset to join our Real-Time Management (RTM) team. In this role, you will be responsible for ensuring schedule adherence, supporting live operations, and driving corrective actions to maintain performance stability.

Key Responsibilities:

Monitor agents’ adherence to schedules (start time, breaks, lunches, end time) in real time.

Detect individual or group deviations and escalate corrective actions following established protocols.

Apply predefined criteria to manage unplanned absences, idle time, and operational requests affecting availability.

Validate actual agent availability against required staffing (FTE) at 30-minute intervals.

Use monitoring tools to anticipate overstaffing or understaffing risks and take preventive actions.

Maintain updated half-hourly staffing balance reports and communicate critical deviations to operations.

Update and share the IDP file with highlights and lowlights at the end of each day.

Coordinate with Performance Managers and Supervisors to execute schedule adjustments (break shifts, shift extensions, task reassignments).

Document all real-time decisions for process traceability and future planning input.

Participate in operational “bridge” calls, sharing insights and suggesting immediate adjustments.

Actively join daily client and internal reviews, including IDP presentations and WFM director briefings.

Record and escalate critical incidents (system outages, mass absenteeism, etc.) according to defined procedures.

Provide feedback on recurring deviations, root causes of non-compliance, and continuous improvement opportunities.



Desirable Qualifications:

At least 1 year of experience as a Workforce Analyst or in a similar real-time monitoring role.

Knowledge of WFM tools (e.g., NICE, Verint, Genesys, IEX).

Strong communication and coordination skills.

Detail-oriented with the ability to work under pressure.

Availability to work with rotating days off.

Educación Superior

Lenguajes