Scheduler / Workforce Management
hace 5 días
Scheduler / Workforce Management – Remote (Colombia, Mexico, Peru, Argentina, Ecuador)
About Telvista: Telvista is a U.S.-based BPO and customer experience solutions provider with 25+ years of experience serving clients across retail, telecom, finance, technology, and automotive sectors. Operating both on-site and with remote agents, Telvista delivers omnichannel support across voice, chat, email, and social media. Known for a people first culture, robust training, and compliance standards, Telvista focuses on scalable solutions that enhance customer satisfaction and business performance.
Role Overview:
We are seeking a Scheduler / Workforce Management professional to ensure effective staffing and scheduling across contact centers. This is a remote role with a minimum contract of 12 months, requiring bilingual fluency (English/Spanish).
Key Responsibilities:
Monitor and maintain service levels, reporting to contact center supervisors and managers.
Accurately process time-off requests and exceptions in the scheduling system.
• Answer call-in lines to track absences and real-time staffing.Generate reports on key metrics (service level, shrinkage, AHT) and share with management.
Recommend voluntary time off or overtime to meet service-level goals.
Ensure alignment of schedules with customer hours and holiday calendars.
Qualifications:
Education/Experience: Technical school certification or six months of relevant experience (or equivalent).
Experience with workforce management software and Excel is a plus.
Languages: Bilingual English/Spanish, excellent verbal and written communication.
Analytical Skills: Strong problem-solving and mathematical ability (fractions, percentages, ratios).
Technical Skills:
Proficient in Microsoft Excel, Access, SQL Server
Experience with Microsoft Project a plus.
Familiarity with reporting tools (Business Objects), WFM systems (Aspect), telecom systems (Avaya), call center monitoring (Verint), and CRM platforms (Interactive Intelligence, Salesforce).
Reasoning: Ability to analyze business needs, manage schedules, and coordinate actions effectively.
Physical Requirements: Ability to sit frequently, stand occasionally, and use hands and vision as required.
Additional Information:
Work remotely across LATAM countries listed above.
Interviews conducted via video, potentially including technical and soft skills assessments. Supplier responsible for providing required equipment (laptop, headset).
Resume must demonstrate Scheduler / Workforce Management experience aligned with job requirements.
Job Type: Full-time
Application Question(s):
- Do you have experience managing schedules, shifts, or staffing for a contact center or similar environment?
- Are you familiar with workforce management software (e.g., Aspect, Verint) or similar tools?
- Have you ever generated reports on service levels, shrinkage, or other staffing metrics?
- Can you coordinate across multiple time zones and align schedules with client business hours?
- Are you bilingual in English and Spanish?
- We work with a contractor scheme. We have 800 USD per month. Would you be agree? (6PTO per year,holiday us)
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