Job DetailsJob Location: Mexico Location - Guadalajara, JA 44610Position Type: Full TimeSalary Range: $26,000.00 Salary/monthPosition Summary The Workforce Forecasting & Scheduling Analyst is responsible for analyzing historical trends, call arrival patterns and operational metrics to develop accurate forecasts and staffing plans for Las Vegas (LAS) and Guadalajara (GDL). This role is critical in balancing staffing level with forecasted demand while actively tracking agent compliance using various systems. In addition, the analyst must support business needs by creating and maintaining agent schedules, adjusting coverage based on projected demand, and coordinating schedule changes, swaps and time-off requests.

The analyst works closely with Real-Time Analysts and other Workforce team members to identify staffing risks, support operational coverage and provide visibility into future Workforce needs.

Essential Functions Analyze historical call volume, arrival patterns, workload trends and other relevant operational metrics to identify demand patterns and forecasting opportunities. Develop and maintain workload forecasts at the interval, daily, weekly and monthly levels based on historical performance, seasonality, business trends and expected changes in demand. Develop staffing and Workforce plans that gives visibility to Operations of upcoming forecasts.

Create, maintain, manage and adjust agent schedules based on forecasted call volume, staffing requirements, and agent availability (including Weekend and Holiday game plans). Manage agent schedule changes, shift adjustments, schedule swap requests, vacation requests, and other time-off activities for Las Vegas (LAS) and Guadalajara (GDL) teams. Review existing schedules and recommend schedule adjustments when staffing patterns do not align with projected demand.





Support real-time monitoring of agent compliance and collaborate with the Real-Time Analyst as needed. Coordinate with different departments to schedule agent training sessions, team huddles and other mandatory meetings. Schedule coaching and 1-2-1 sessions in Genesys Cloud based on supervisor requests.

Add new agents into the Workforce Management system and ensure profiles, queues, and schedules work plans are correctly configured. Communicate with leadership and supervisors on scheduling and compliance impacts. Ensure all tasks are completed in compliance with company policies and labor regulations.

Serve as a backup for various Workforce functions, including Real-Time and Operations Analysis. Ensure alignment with company policies, procedures, and operational standards. All other tasks as assigned by management.

Other Duties

This in no way states or implies that these are the only duties to be performed by the employee in this position. It is not intended to give all details or a step-by-step account of the way each procedure or task is performed. The incumbent is expected to perform other duties necessary for the effective operation of the department.

QualificationsRequired Education and Experience Bilingual (English – Spanish) required At least 1.5 years of experience in Workforce or a scheduling/adherence support role. Strong attention to detail with the ability to track and follow up on multiple tasks. Able to work with data and reporting tools.

Basic knowledge of Microsoft Office applications (Word, Excel, Outlook). Strong written and verbal communication skills. Ability to work independently and manage time effectively under pressure. Good judgment and discretion when handling sensitive or confidential information.

Must be able to type at least 30 words per minute.

Preferred

Education and Experience Familiarity with Genesys Cloud, Paycom, or other workforce management systems.

📌 Workforce Forecasting & Scheduling Analyst (Guadalajara)
🏢 Resortcom Group
📍 Guadalajara