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?? Location: Las Fuentes, Tlaquepaque, Jalisco | ?? Full-Time | ?? Hybrid/On-Site (if applicable) Are you passionate about optimizing resources and driving performance in dynamic environments? Join o ...

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Genpact Mexico

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Hace 1 día

Real Time Analyst

$19,000 - $21,000 Mensual

HERBALIFE INTERNACIONAL DE MEXICO SA DE CV enGuadalajara, Jal.

Empresa verificada

Sobre el empleo

Categoría: Atención a clientes - Call Center

Subcategoría: Soporte

Educación mínima requerida: Universitario titulado

Detalles

Contratación:

Permanente

Horario:

Tiempo completo

Espacio de trabajo:

Híbrido

Descripción

?? Location: Las Fuentes, Tlaquepaque, Jalisco | ?? Full-Time | ?? Hybrid/On-Site (if applicable)

Are you passionate about optimizing resources and driving performance in dynamic environments? Join our team as a Workforce Management Specialist and play a key role in ensuring our Engagement Center runs smoothly and efficiently — all while enjoying benefits above the law and a supportive, growth-oriented culture.

?? What You'll Do

As a Workforce Management Specialist, you'll be responsible for:

Designing cost-efficient staffing models to meet weekly service goals.
Generating and communicating agendas and schedules to align staffing and development needs.
Making real-time adjustments to address unexpected changes in staffing or call volume.
Approving unplanned off-phone activities or time-off requests based on real-time availability.
Supporting the implementation of new systems to optimize Engagement Center resources.

?? Key Responsibilities

Daily agent attendance reporting
Real-time monitoring of service queues and channels
Volume forecasting vs. actual tracking
Real-time staff adjustments for optimal resource use
Scheduling outbound campaigns
Planning and scheduling off-phone activities (QA, meetings, etc.)
Managing agent time-off (vacations, unpaid leave, etc.)
Maintaining operational tools (Genesys Cloud CX, UCC Admin, RTR, Mentor)
Presenting Engagement Center performance results (SL, AHT, Abandonment, etc.)
Presenting agent performance metrics (Adherence, Absenteeism, etc.)

? What We're Looking For

Skills & Competencies:

Strong data analysis and interpretation skills
Intermediate Excel proficiency
Understanding of workload distribution and call center metrics
Excellent communication (verbal and written)
High attention to detail and organizational skills
Proactive, decisive, and goal-oriented
Ability to manage confidential information
Strong time management and multitasking abilities
Adaptability to change and fast-paced environments

Languages:

Spanish: Advanced
English: Intermediate (B1–B2)

Experience:

1+ year in a similar role (team or resource management)
Experience with KPIs, data review, and performance tracking
Familiarity with learning methodologies and training evaluation

Education:

Bachelor's degree (or in progress) in a number-oriented field:
Business Administration, Economics, Logistics, Math, Statistics, or Engineering

?? What We Offer

Benefits above the law
A collaborative and inclusive work environment
Opportunities for career growth and development
The chance to work with cutting-edge tools and systems

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ID: 20627316

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