RTA

We are seeking a detail-oriented and proactive Workforce Analyst to join our call center operations team. This role requires strong analytical skills, advanced Excel expertise, and the ability to manage multiple campaigns simultaneously. The ideal candidate thrives in a fast-paced environment and is comfortable providing real-time analysis to optimize workforce performance. Key Responsibilities Monitor call center operations and provide real-time analysis to ensure service level agreements (SLAs) are met. Create, maintain, and deliver detailed performance and workforce reports to management and stakeholders. Leverage advanced Excel skills (pivot tables, formulas, dashboards, macros, etc.) to analyze large data sets and identify trends. Develop forecasting models to support staffing, scheduling, and workload management. Coordinate and manage workforce planning across multiple campaigns , ensuring efficiency and alignment with business goals. Identify process improvement opportunities and support decision-making with data-driven insights. Act as a key liaison between operations, HR, and management teams. Qualifications Proven experience in a workforce management, operations analyst, or similar role within a call center environment. Advanced proficiency in Microsoft Excel (pivot tables, complex formulas, data visualization, reporting automation). Strong understanding of workforce management concepts: scheduling, forecasting, and capacity planning. Excellent organizational and multitasking skills, with the ability to handle multiple campaigns at once. Strong analytical and problem-solving abilities with attention to detail. Effective communication skills for reporting and presenting findings to management. Preferred Experience with workforce management tools (e.g., NICE, Verint, IEX, Genesys, Avaya, or similar). Knowledge of BI/reporting tools (Power BI, Tableau) is a plus.

Creado: Jue, 01 de Ene de 1970