# Bilingual Junior Workforce Analyst

**Company**: CSC Generation
**Work arrangement**: remote
**Experience**: entry
**Job type**: full-time
**Salary**: $25,000 - $25,000 a month
**Category**: Customer Service
**Industry**: Other

**Apply**: https://jobs.lever.co/cscgeneration-2/dbba637a-1fb8-4f7c-9b95-01bf0d75fbbf?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_501deb77-630

## Description

The Junior Workforce Analyst plays a critical role in ensuring the efficiency of the contact center's operations by analyzing staffing needs, tracking real-time performance, and optimizing workforce allocation.

Key Responsibilities:

### Real-Time Monitoring & Reporting

- Monitor call volumes, agent availability, and adherence to schedules.

- Track operational metrics such as service levels (SL), average handling time (AHT), and abandonment rates (ABN).

- Identify and escalate potential staffing issues to minimize service interruptions.

- Generate real-time and historical performance reports for leadership.

### Workforce Planning & Scheduling

- Create and maintain optimized schedules to meet multi-site, multi-channel, and multi-skilled contact center goals.

- Proactively review and adjust traffic forecasts to address deviations or unplanned events.

- Assist in developing forecasts based on historical data, call trends, and business needs.

- Process short-term time-off requests and enter real-time exceptions into workforce management systems.

### Data Analysis & Performance Optimization

- Analyze key call center metrics to identify trends and provide insights to improve staffing strategies.

- Assist in identifying opportunities to enhance operational efficiency and service delivery.

- Collaborate with account planners to propose adaptation measures for upcoming campaigns.

### System Management & Support

- Maintain data integrity within workforce management (WFM) systems and tools (e.g., NICE, Verint, Playvox, Aspect).

- Perform basic maintenance of telephony systems, including troubleshooting and escalating issues.

- Manage workforce software tools and ensure accuracy in system configurations.

### Collaboration & Communication

- Work closely with team leaders, operations, and HR to ensure optimal staffing and resource allocation.

- Attend and lead weekly meetings with department managers to provide updates on staffing performance and queue health.

- Act as the point of contact for scheduling and staffing inquiries from employees.

Qualifications, Skills & Abilities:

### Education & Experience

- High school diploma required; bachelor's degree (completed or in progress) preferred.

- 1-2 years of experience in data entry, information analysis, or contact center operations required.

### Technical Skills

- Advanced proficiency in Microsoft Excel and other Office applications.

- Familiarity with workforce management systems (e.g., NICE, Verint, Playvox, Genesys, or Aspect).

- Experience with Business Intelligence software such as Looker or OBI is a plus.

### Core Competencies

- Strong analytical skills with a sharp attention to detail.

- Ability to collect, organize, and analyze data to provide actionable recommendations.

- Excellent written and verbal communication skills to engage with all levels of the organization.

- Strong problem-solving skills, adaptability, and teamwork.

- Ability to work independently with minimal supervision and handle confidential information with discretion.

**We offer**

- Full time $25,000 mxn pesos gross, monthly

- Law benefits since day one

- Home office

- Full equipment provided

- 100% paid training.

- 10-hour shift

- 1 hour Lunch - 2 breaks of 15 minutes each.

- Two days off

- Total Pass.

- Above the law benefits after 3 months (minor and major medical insurance, food vouchers)

## Skills

### Required
- Microsoft Excel
- Office applications
- NICE
- Verint
- Playvox
- Aspect
- Genesys
- Looker
- OBI

### Nice to have
- Business Intelligence software

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Source: [Apply at jobs.lever.co](https://jobs.lever.co/cscgeneration-2/dbba637a-1fb8-4f7c-9b95-01bf0d75fbbf?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)