WFM Analyst

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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:

1. Distributes accurate and timely agent schedules.
2. Inputs intraday corrections and exceptions into systems for agent time off and absences.
3. Monitors inbound volume for unusual activity to ensure staffing needs are met.
4. Recognizes abnormal scheduling issues and escalates as necessary.
5. Initiates and coordinates trouble tickets and escalates issues as required.
6. Prepares standard and ad hoc reports for agent availability effectiveness.
7. Monitors and resolves agent availability concerns via face-to-face communications, phones, and messaging applications with agent(s) and command center.

Requirements:

1. Associate's degree related in a field with two to four years of relevant experience preferred.
2. Advanced in Excel and other Microsoft Office applications.
3. Proficient in resource scheduling/intraday management applications preferred.
4. Work well under pressure and follow through on items to completion.
5. Strong communication skills, both written and verbal.
6. Ability to lead a team in multi-tasking, prioritization, and meeting timelines on deliverables.
7. Detail-oriented.
8. Willingness to work a flexible schedule.
9. Proficient in English, B2 English level is a must.

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

Time Type: Full time

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