CX Workforce Management Analyst

About the Team:

We are looking for a WFM Analyst to work with the Customer Support Manager. The ideal candidate will play a crucial role in maintaining service level agreements (SLAs), improving workforce allocation, and providing actionable insights to stakeholders in real-time.

The role:

We are seeking a proactive and detail-oriented Workforce Management Analyst to monitor, analyze, and manage workforce operations to ensure optimal performance and efficiency in a dynamic environment. This person will play a vital role within the team, designed to ensure that resources are optimally utilized, service levels are met, and the overall efficiency of the team is consistently improved.

Responsibilities:

• Real-Time Monitoring: Train and monitor live operations, queues, agent activities, and workflow to ensure alignment with operational goals.
• Performance Management: Identify and address deviations in KPIs such as average handling time (AHT), service levels, and occupancy rates, recommending immediate adjustments when necessary.
• Resource Allocation: Optimize workforce distribution by managing agent schedules, breaks, and assignments to meet intraday demand.
• Incident Management: Escalate and manage system outages, high incoming volume incidents, or other unexpected issues impacting operations.
• Reporting and Analysis: Generate and share real-time and intraday performance reports with management, highlighting trends, risks, and opportunities for improvement.
• Collaboration: Work closely with the scheduling, forecasting, and operations teams to align on daily objectives and ensure resource flexibility.
• Technology Utilization: Leverage workforce management tools (e.g., NICE, Verint, Aspect, Zendesk) and communication platforms to monitor and communicate operational updates effectively.
• Documentation: Maintain accurate records of intraday adjustments, incidents, and action plans for future reference and analysis.

Qualifications:

Required:

• Proven experience in workforce management, real-time monitoring, or a similar role.
• Familiarity with workforce management & CRM software such as NICE, Zendesk, Verint, or Aspect.
• Strong analytical and problem-solving skills.
• Proficient in Excel, G-suite, and other reporting tools.
• Excellent communication and collaboration skills.

Preferred:

• Knowledge of contact center operations and metrics.
• Certification in workforce management or related areas.
• Experience in a high-paced, dynamic work environment.

Benefits

💸 Get paid in USD, Crypto, Euro, ARS. Whatever your choice! We use Deel to make things easier for you!

🗺 Work remotely: design the life that you want.

⛱ Enjoy 15 days of vacation each year from the start date.

🩺 Healthcare Benefit: Monthly stipend to use in your preferred healthcare provider (only Remote, not US)

🕯 Compassionate Leave: 3-5 days each time the need arises.

🐣 Family leave of 12 weeks for primary caregiver and 6 weeks for secondary caregiver, fully paid.

🧑‍🏫 Personalized English coach