WFM Analyst - Medellin

Sted

Medellín, Columbia

Job Title:

WFM Analyst - Medellin

Job Description

Job Description Summary
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.

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.

•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:

COL Medellin -Proyecto FIC 48, #18A-14

Language Requirements:

Time Type:

Full time

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