Workforce Real Time Analyst

🚨🌎 WE'RE HIRING: GLOBAL WORKFORCE REAL TIME ANALYST I! 📊⏱️
OPEN ONLY ONSITE IN EL SALVADOR
The Functionary is looking for a Global Workforce Real Time Analyst I to join our growing team! 🚀
Are you experienced in Workforce Management, Real-Time Adherence, Intraday Scheduling, and Contact Center Operations? 📈 If you enjoy analyzing data, monitoring performance, and helping teams achieve Service Level goals, this could be the perfect opportunity for you! 💼✨
🎯 WHAT YOU'LL DO🕒 Monitor real-time agent activity, schedule adherence, and operational performance.📊 Analyze staffing levels, call volumes, traffic patterns, and workforce data.📅 Manage and adjust intraday schedules based on business needs and operational demands.📞 Support phone, live chat, and ticketing operations in an omni-channel environment.📈 Prepare and distribute daily, weekly, and monthly workforce reports.⏱️ Monitor and support goals related to Service Level, Not Ready Time, productivity, and Schedule Adherence.🤝 Work closely with Supervisors, Team Leads, Managers, Schedulers, and Analysts.📉 Analyze workforce metrics and recommend schedule or staffing adjustments when needed.📋 Process workforce activities such as overtime, voluntary time off, call-ins, and sick days.🔄 Provide backup support for Workforce Schedulers and other Workforce Management functions when needed.
🌟 WHAT WE'RE LOOKING FOR✅ 1+ year of experience in Workforce Management within a Technical Support, Contact Center, Customer Support, or similar environment.📊 Advanced Microsoft Excel skills, including the ability to analyze data and create reports and charts.📈 Strong understanding of Real-Time Adherence and its impact on Service Level goals.☎️ Knowledge of Contact Center Operations, contact flow, call volumes, staffing, and workforce metrics.🧮 Strong analytical, mathematical, problem-solving, and critical-thinking skills.🔍 Excellent attention to detail and commitment to data accuracy.🗂️ Strong organizational and time-management skills with the ability to multitask and meet deadlines.💻 Experience with Microsoft Office and Google Workspace.🗣️ Strong written and verbal communication skills.🌐 Experience with Workforce Management software is a plus!
📍 POSITION DETAILS🏢 Work Location: On-site – El Salvado🗓️ Schedule: Full-time availability required. The exact schedule will be provided later in the process. Operations run 24/7, so flexibility to work different shifts may be required.💰 Salary: TO BE DISCLOSED UPON CONTACT🗣️ English: Advanced English Level (C1)📋 Contract Type: Long-Term Contract💻 Equipment: Provided by The Functionary
📩 INTERESTED? APPLY NOW!Submit your up-to-date resume in English via:📱 WhatsApp: +1 (945) 888-0926
🚀 If you have experience in Workforce Management, Real-Time Monitoring, Schedule Adherence, Intraday Management, and Contact Center Operations, we'd love to hear from you!
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