[Hiring] Bilingual Junior Workforce Analyst @CSC Generation

Role Description

The Junior Workforce Analyst plays a critical role in ensuring the efficiency of the contact center’s operations by analyzing staffing needs, tracking real-time performance, and optimizing workforce allocation. This role supports service level and abandonment rate goals, enhances operator utilization, and ensures system efficiency through forecasting, scheduling, and reporting. By providing actionable insights and recommendations, the Junior Workforce Analyst helps drive performance improvements across the organization.

Key Responsibilities

• Real-Time Monitoring & Reporting:
  • Monitor call volumes, agent availability, and adherence to schedules.
  • Track operational metrics such as service levels (SL), average handling time (AHT), and abandonment rates (ABN).
  • Identify and escalate potential staffing issues to minimize service interruptions.
  • Generate real-time and historical performance reports for leadership.
• Workforce Planning & Scheduling:
  • Create and maintain optimized schedules to meet multi-site, multi-channel, and multi-skilled contact center goals.
  • Proactively review and adjust traffic forecasts to address deviations or unplanned events.
  • Assist in developing forecasts based on historical data, call trends, and business needs.
  • Process short-term time-off requests and enter real-time exceptions into workforce management systems.
• Data Analysis & Performance Optimization:
  • Analyze key call center metrics to identify trends and provide insights to improve staffing strategies.
  • Assist in identifying opportunities to enhance operational efficiency and service delivery.
  • Collaborate with account planners to propose adaptation measures for upcoming campaigns.
• System Management & Support:
  • Maintain data integrity within workforce management (WFM) systems and tools (e.g., NICE, Verint, Playvox, Aspect).
  • Perform basic maintenance of telephony systems, including troubleshooting and escalating issues.
  • Manage workforce software tools and ensure accuracy in system configurations.
• Collaboration & Communication:
  • Work closely with team leaders, operations, and HR to ensure optimal staffing and resource allocation.
  • Attend and lead weekly meetings with department managers to provide updates on staffing performance and queue health.
  • Act as the point of contact for scheduling and staffing inquiries from employees.

Qualifications

• High school diploma required; bachelor’s degree (completed or in progress) preferred.
• 1-2 years of experience in data entry, information analysis, or contact center operations required.
• Advanced proficiency in Microsoft Excel and other Office applications.
• Familiarity with workforce management systems (e.g., NICE, Verint, Playvox, Genesys, or Aspect).
• Experience with Business Intelligence software such as Looker or OBI is a plus.
• Strong analytical skills with a sharp attention to detail.
• Ability to collect, organize, and analyze data to provide actionable recommendations.
• Excellent written and verbal communication skills to engage with all levels of the organization.
• Strong problem-solving skills, adaptability, and teamwork.
• Ability to work independently with minimal supervision and handle confidential information with discretion.

Physical Demands, Visual Acuity & Working Environment

• Proficiency in keyboarding and data entry tasks.
• Ability to communicate clearly and effectively in spoken and written formats.
• Capacity to analyze data and documents with visual acuity, including reading small print on a computer screen.
• Ability to perform job functions in an office or remote environment as needed.

Core Values

As a Junior Workforce Analyst, you will embody the company’s core values of customer focus, innovation, and collaboration. Through your work, you will contribute to a culture of excellence and help ensure that the organization meets its operational goals while maintaining the highest standards of service.

Benefits

• Full time $25,000 mxn pesos gross, monthly
• Law benefits since day one
• Home office
• Full equipment provided
• 100% paid training
• 10-hour shift
• 1 hour Lunch - 2 breaks of 15 minutes each
• Two days off
• Total Pass
• Above the law benefits after 3 months (minor and major medical insurance, food vouchers)