WFM Analyst - Medellin

Colombia Category Workforce Management (WFM) Job Id R1516880 Posted Date 07/22/2024 External
  • COL Medellin - Aventura - Carrera 52 # 65-91 Oficina 0740
  • COL Medellin - Bello Niquia - Diagonal 55 #37-41, Nivel 3, Centro Comercial Estación Niquía
  • COL Medellin - Fabricato - Cra. 50 #38a-185, Rincon Santos, Bello, Antioquia
  • COL Medellin -Proyecto FIC 48, #18A-14
JOB DESCRIPTION

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

•Distributes accurate and timely agent schedules

• Inputs intraday corrections and exceptions into systems for agent time off and absences

• Monitors inbound volume for unusual activity to ensure staffing needs are met

• Recognize abnormal scheduling issues and escalate as necessary

• Initiates and coordinates trouble tickets and escalate issues as required

• Prepares standard and ad hoc reports for agent availability effectiveness

• Monitors and resolves agent availability concerns via face-to-face communications, phones, and messaging applications with agent(s) and command center.

REQUIREMENTS

•Associate's degree related in a field with two to four years of relevant experience preferred.

•Advance in Excel and other Microsoft office.
•Proficient in resource scheduling/ intraday management applications preferred.
•Work well under pressure and follow through on items to completion.
•Strong communications skills. both written and verbal.
•Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverable.
•Detail oriented.
•Willingness to work a flexible schedule.
•Proficient in English, B2 English level is a Must.

Location:

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

Language Requirements:

Time Type:

Full time

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Hi, we’re Concentrix.

We’re a global technology and services leader that powers the brands of the future. We help well-known brands — the ones you use every day — improve their businesses with technology and integrated solutions, in over 70 countries.

Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. So naturally, we're committed to creating game-changing career journeys that power our people towards greater opportunities and brighter futures.

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