Real Time Analyst

Hace 12 horas

Santo Domingo de Guzmán, Distrito Nacional, República Dominicana Data Vimenca Jornada completa

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📢 We’re Hiring: Real Time Analyst Are you analytical, detail-oriented, and passionate about optimizing workforce performance? Join our team as a Workforce Specialist and play a key role in ensuring the right people are in the right place at the right time. In this role, you will support workforce planning, forecasting, scheduling, intraday management, and operational reporting to ensure staffing levels align with business needs and service level objectives. 📈

Key Responsibilities
• Develop, update, and maintain workforce and operational reports based on business and client requirements.
• Ensure all reporting deliverables are completed accurately and within established deadlines and frequencies.
• Monitor real-time performance and staffing levels and recommend intraday adjustments when necessary.
• Support schedule creation, staffing adjustments, and schedule adherence monitoring.
• Analyze historical trends, call volumes, workload projections, staffing requirements, and operational performance to support workforce planning decisions.
• Identify potential understaffing, overstaffing, and coverage gaps and provide recommendations to mitigate operational impact.
• Support forecasting activities and help ensure staffing plans are aligned with projected business demand.
• Collaborate with Operations, Quality, Training, and other support departments to achieve service level and operational objectives.
• Participate in internal meetings, workforce calibrations, and business reviews led by Workforce leadership.
• Participate in client meetings and conference calls as required.
• Provide workforce coverage and reporting support during weekends or periods of increased business demand, as required.
• Support special projects, process improvements, and additional workforce-related initiatives assigned by management. 🎯 Qualifications & Experience
• 2+ years of experience in Workforce Management (WFM) within a BPO, call center, or similar environment.
• Hands-on experience with Aspect Workforce Management, Five9, and/or Calabrio.
• Strong proficiency in Microsoft Excel, including data analysis and reporting.
• Experience creating and/or maintaining Power BI dashboards and workforce reports.
• Knowledge of forecasting, scheduling, capacity planning, and workforce management systems.
• Strong understanding of call center metrics such as Service Level, ASA, AHT, Occupancy, Adherence, Shrinkage, and Abandonment Rate.
• Strong analytical and problem-solving skills with the ability to interpret data and translate it into actionable recommendations.
• Strong project management and cross-functional collaboration skills.
• Excellent written and verbal communication skills.
• Ability to manage multiple priorities and meet deadlines in a fast-paced environment.
• Ability to work independently while collaborating effectively with different departments. 📩 If you are interested in applying for this role, please share your CV with us. 📄

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