WFM Analyst - Medellin

Essential Functions/Core Responsibilities

•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.

REQUIREMENTS

•Associate's degree related in a field with two to four years of relevant experience preferred.