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n$25,000 - $25,000 a month
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. This role supports service level and abandonment rate goals, enhances operator utilization, and ensures system efficiency through forecasting, scheduling, and reporting. By providing actionable insights and recommendations, the Junior Workforce Analyst helps drive performance improvements across the organization.

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.

• Man

📌 Bilingual Junior Workforce Analyst (México)
🏢 CSC Generation
📍 México