Ngls Cc Real Time Analyst/ Workforce - Tijuana, México - Integon Service Co.

Integon Service Co.

Empresa verificada

Tijuana, México

hace 3 semanas

Publicado por:

Rodrigo Fernández

Reclutador de talento para beBee

Descripción

The Operations

Workforce Mgmt.
Senior Associate is responsible for call center forecasting, scheduling, realtime queue, and staffing. This

position is for the closing shift.

Key Responsibilities:

Compiles data on call center operations by pulling records from multiple databases, gathering information on a wide range of

metrics and building specialized reports to provide a comprehensive view of Call Center performance and relevant statistics

Interprets records and compiles information by conducting indepth analysis of call center data, reviewing statistics to ensure

validity and identifying patterns and trends to translate raw data into actionable information for the benefit of Call Center
leadership

Assists in crafting monthly, quarterly, and annual reports to be administered to Call Center Leaders to better understand their

efficiencies and bottlenecks

Shares analyses and findings by developing reports, creating business review presentations and communicating with business

leaders to inform on call center operations and provide detailed resources in support of business objectives

Actively identifies areas for continuous improvement, and communicates ideas on implementing improvements

Contributes to increased efficiency and effectiveness of call center operations by communicating trends, identifying issues and

recommending fact-based strategies to improve workforce management

Oversees daily activities related to assigned area of responsibility within department
Develops, interprets, and maintains reporting to monitor agent performance within the Call Center and share findings with

necessary leadership and Workforce Management Team to increase efficiency

JOB REQUIREMENTS

Preferred Qualifications:

Education and Experience

High school diploma or equivalent experience
3 or more years of experience

Certificates, Licenses, Registrations

Functional Skills

Data extraction, analysis and reporting
Applied knowledge of technology, techniques and methodologies for mining database information
Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint)
Applied knowledge of principles and methodologies for analyzing data from multiple sources and compiling findings into usable reports
Terminology, function and fundamental capabilities of common computer, software, information and communication technology devices, components, and concepts
Must possess effective verbal and written communication skills