Bilingual Junior Workforce Analyst

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)