Postúlate en Kit Empleo: kitempleo.com.mx/empleo/5406kx

Call Center Workforce Planning Analyst

We are looking for a Call Center Workforce Planning Analyst to own workforce planning, forecasting, and staffing alignment in a high performance, production driven call center environment. This role is responsible for ensuring the right number of agents are available at the right time to meet production goals.

This role goes beyond real time monitoring or schedule maintenance. It requires ownership of workforce planning, forecasting accuracy, and production alignment through data- driven decisions.

This is not an entry level role. We are looking for experienced professionals who can operate with discipline, urgency, and strong attention to detail.

Schedule

- Monday through Friday 1:00 pm to 8:00 pm PST
- Saturday 10:00 am to 3:00 pm PST

Compensation

- $250 USD weekly base pay

Key Responsibilities

- Forecast staffing needs based on production targets, historical performance, and expected volume
- Translate production goals into headcount requirements and staffing plans
- Build and maintain schedules aligned with operational needs and coverage requirements
- Deliver daily reporting on staffing alignment, coverage, and performance trends
- Identify operational risks, gaps, and inefficiencies through data analysis
- Provide actionable insights to leadership to support decision-making




- Monitor real-time adherence and execute adjustments to protect production when needed
- Track attendance, punctuality, and recurring issues, and drive corrective actions
- Partner with leadership, Team Leads, and operations to ensure execution and alignment

Tools & Systems

- Dialer platforms
- Sheets (Google & Excel)
- reporting dashboards
- CRM systems

Requirements

- 2–3 years of Workforce Management experience in a call center environment
- Strong experience in workforce planning, forecasting, and capacity management
- Experience translating production targets into staffing plans and operational decisions
- Experience supporting outbound call center operations
- Strong analytical and reporting skills
- Highly organized with strong attention to detail
- Ability to multitask and operate in a fast-paced environment
- Clear, direct communication with leadership and Team Leads
- Strong sense of ownership and follow-through

Performance Metrics

- Forecasting accuracy
- Staffing alignment to production goals
- Coverage stability
- Schedule adherence
- Attendance and punctuality

What We Offer

- Opportunity to be part of a top organization in the industry
- Performance driven environment with clear expectations
- Growth opportunity into senior WFM or leadership roles

Job Type: Full-time

Pay: From $4,357.00 per week

Work Location: Remote

Postúlate en Kit Empleo: kitempleo.com.mx/empleo/5406kx

📌 Call Center Workforce Planning Analyst (México)
🏢 Skysun
📍 México