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Hace 5 días
Real time analyst
$14,000 Mensual
Sobre el empleo
Detalles
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Workforce Management Real Time Analyst
The Real Time Analyst is the person responsible for the centralized tasks of Adherence & Attendance monitoring and managing productivity and attitude of the CSR's for assigned projects or sites. The position is hierarchically located under a Supervisor WFM Shared Production Center.
The purpose of the position is to handle centralized tasks of schedule adherence, attendance and real time productivity.
1. Processing and approval (in consultation with WFM Intraday Management) of tickets and requests within IEX Webstation or any other WFM ticketing tool from operation to WFM regarding (preferred) changes to the published schedule.
2. Processing attainment exceptions in the schedule of the CSR.
3. Processing and operationalise changes to the schedule, directed and/or initiated by WFM Intraday Management and inform when required the CSRs or Operational Supervisors about these changes
4. Performs all other duties as assigned
The WFM RTA performs various activities in close consultation and collaboration with WFM Intraday Management and WFM Adherence Clerks. Outside the WFM department the WFM RTA collaborate with and has frequent contact with operational management (supervisors) and the CSRs regarding exception codes, productivity and adherence/absenteeism issues and real time schedule change requests
Requirements:
1. High school diploma
2. Basic Mathematical and Analytical Skills
3. English proficiency
4. MS Office tools experience (excel, word, and outlook)
5. Knowledge of and/or experience with WFM systems, preferably NICE IEX 6.4 or In Vision
6. Elementary knowledge of the complete WFM process, specific calculations, procedures, tools and terminology.
Schedules: 7:00am – 3:00pm, subject to change per client requirements / 2 days off
ID: 19190953