WFM Database Analyst - Morning Shift
Machine translation — original language: Spanish.Show original
About the company
Invites you to join their work team as REAL TIME in the WFM Contact Center area.
Your tasks
- Real-time monitoring of service levels (SL).
- Maintain accurate forecasts of multi-channel interaction volume (calls, emails, chats, etc.) using statistical models.
- Analyze historical trends, seasonal patterns, and key variables to improve forecast accuracy.
- Monitor variations in demand and adjust forecasts and staffing plans as necessary.
- Perform staff sizing by campaign and time slot, considering shrinkage factors.
- Manage staff schedule and break assignments AND Post-mortem Analysis.
Requirements
Important Requirements
- Experience as a WFM DATABASE ANALYST in a CALL CENTER
- Knowledge of operational metrics (AHT, NS, OCCY, Shrinkage, ABA, ADH, TC, PPH)
- Use of WFM tools and data analysis software.
- Advanced Excel
-Requirements-
- Minimum education: Upper secondary education - General High School
- 1 year of experience
- Languages: English
- Age: between 19 and 50 years
- Knowledge: Database, Microsoft excel, Monitoring, Forecasting, Sql, Trends
- Keywords: analyst, data
What we offer
MONTHLY NET SALARY $10,200.00 + up to $3,000 monthly bonus
- Statutory benefits immediately
- Payment of holidays
- Life insurance
- Membership with 200 Discounts in various establishments
- Savings Fund
- Payroll loan after the first year worked
- Product sales with payroll discount
- Short-term growth starting from the 6th month
- PAID TRAINING FROM THE FIRST DAY
Other
Work Schedule MONDAY TO FRIDAY 8.00 am to 4:00 pm and Rotated Saturday or Sunday (schedules will be explained during the interview)
WORK ZONE: Cda. Relox 16, Chimalistac, Álvaro Obregón