**Description**
Ria Money Transfer, a business segment of Euronet Worldwide, Inc. (NASDAQ: EEFT), delivers innovative financial services including fast, secure, and affordable global money transfers to millions of customers along with currency exchange, mobile top-up, bill payment and check cashing services, offering a reliable omnichannel experience. With over 600,000 locations in nearly 200 countries and territories, our purpose remains to open ways for a better everyday life.
We believe we can create a world in which people are empowered to build the life they dream of, no matter who they are or where they are. One customer, one family, one community at a time.
Ria Money Transfer, a business segment of Euronet Worldwide, Inc. (NASDAQ: EEFT), delivers innovative financial services including fast, secure, and affordable integral money transfers to millions of customers along with currency exchange, mobile top-up, bill payment and check cashing services, offering a reliable omnichannel experience. With over 600,000 locations in nearly 200 countries and territories, our purpose remains to open ways for a better everyday life.
We believe we can create a world in which people are empowered to build the life they dream of, no matter who they are or where they are. One customer, one family, one community at a time.
**ABOUT THIS ROLE**
**FLOOR CONTROL ANALYST- ON SITE POSITION - QUERÉTARO**
The Floor Control Analyst is responsible for real-time monitoring and management of call center operations to ensure optimal performance and adherence to service level agreements (SLAs) of Teleria.



This role serves as the central point of communication between workforce management, operations, and support teams.
**KEY RESPONSIBILITIES**
- Monitor real-time call volumes, agent status, and queue metrics.
- Identify and escalate potential service-level risks.
- Coordinate with supervisors and managers to schedule adherence and agent availability, but also good auxiliary usage.
- Implement intraday staffing adjustments (e.g., overtime, voluntary time off).
- Generate and communicate performance reports and operational alerts.
- Support daily operational meetings with relevant metrics and insights into the forecast.
- Collaborate with workforce planners to inform future staffing decisions.
***QUALIFICATIONS**
- Advanced proficiency in Microsoft Excel, including data analysis, pivot tables, and advanced formulas; experienced with Access and Visio.
- English proficiency: 85 %+, with strong verbal and written communication skills.
- Proven experience as a Floor Control Analyst or Workforce Analyst in a call center environment.
- Strong analytical thinking, capable of multitasking and identifying opportunities for process improvements within operations.
- Skilled in using telephony platforms and Workforce Management (WFM) tools (e.g., NICE, Webex, Calabrio).
- Demonstrated ability to communicate effectively across teams and collaborate in fast-paced, performance-driven environments
**WORKING CONDITIONS**
Hours of work: Being able to work on weekends, holidays, and night hours.
Overtime expectations :Be able to support the operation with overtime whenever required.
Work environment: 100% office work

📌 Floor Control Analyst (Santiago de Querétaro)
🏢 Ria Money Transfer (Dandelion)
📍 Santiago de Querétaro