Analyst, Intraday, Americas

Recruiter: Alma Martinez
Manager: Monica Estrada
Level: Staff III

POSITION SUMMARY STATEMENT:

 Develop cost-efficient Staffing models to meet current week's service goals. Generate and communicate agendas and schedules to carry out activities in order to meet the staff requirement needs and agent development needs. Make real-time adjustments to handle unforeseen contingencies caused by unexpected changes in the number of available staff or increases in the number of calls received. Approve unplanned off phone activities or day off requirements as per real time availability. Support in the implementation of new applications / systems focused on optimizing the resources of the Engagement Center.

DETAILED RESPONSIBILITIES:

1.Daily Agent Attendance Report

2.Real Time Monitoring of Service Queues & Channels

3.Actual vs Forecast Volume Monitoring

4.Real Time Staff Adjustments for HC Resource Optimization

5.Outbound Execution Scheduling

6.Agent Off Activity Phone Planning & Scheduling (QA Feedbacks, Team Meetings, etc)

7.Agent Time Off Management (Vacation, Unpaid Time Off, etc)

8.Management & Maintenance of Operation Monitoring Tools (Genesys Cloud CX, UCC Admin, RTR; Mentor)

9.Engagement Center Performance Results Presentations (KPIs include Staffing Levels, Service Level, Abandonment, Average Handle Time, etc.)

10.Agent Performance Results Presentation (KPIs include Absenteeism, Adherence, Calls Handled, Average Handle Time, etc.)

REQUIRED QUALIFICATIONS: 

Skills:

 •Data Analysis & Interpretation

•Intermediate Excel

•Understanding of Basic Workload Distribution

•Objective Oriented

•Attention to Detail

•Organization

•Proactivity

•Decision Making

•Excellent Verbal, Written and simplify Communication

•Ability to effectively manage confidential/highly sensitive information

•Carry out action plans efficiently in accordance with established deadlines.

•Capacity for workload and coverage in the short, medium and long term (Time management)

a. Assign activities considering availability of team members

b. Reaction capacity and change adaptability, time management (Meeting deadlines)

c. Design productive cycles aligned to the training/evaluation methodology

d. Simultaneous projects (several projects at the same time)

•Basic knowledge of Call Center(terminology, concepts, metrics, knowledge/definition of Call Center metrics.

Languages:

•English B1 - B2

•Advanced Spanish

Experience Required:

•Data Analysis & Review

•Key Performance Indicator Follow Up

•1 Year in a Similar Position (team management)
•Ensure Learning Academy KPIs meet expected goals based on business needs.

•General   knowledge   of   learning   methodologies   and   training   evaluation,   tests,   and   content management.

Education:

•Bachelor’s Degree in a Number Oriented Major (Business Administration, Economy, Logistics, Math, Statistics, or any Engineering Degree)–In Progress or Completed

For external candidates only:
•Experience as team lead, floor support, month-end support and special projects (6 months) (Internal)
•Daily Shake: average of 90% in the last 3 months.