Basic Information

Ref Number

Req_00050450

Last day to apply

23-Jun-2021

Primary Location

Pradera West

Country

Guatemala

Description and Requirements


WFM Analyst II is responsible for the real-time monitoring of all queues and skill sets, making adjustments to call allocations driven by real-time trends. Responsible for the real-time monitoring of agents, ensuring adherence to their schedules, handling pending time-off requests, schedule changes, and the daily exception management. 

Main Responsibilities:  

Creating attendance reports, metrics according to the needs of the Account; monitoring the flow of calls, chats and/or emails; auxiliary monitoring; adherence exception reports; report writing productivity, and the development and automation of new reports, coordinate the issue resolution process between frontline and supporting teams whenever a system issue occurs, constant communication between, client, operations, training and management, tracking attrition, absenteeism, and unproductive hours.

 

Requirements 

  • Schedule flexibility - ( Early in the morning-Night shifts) Required 

  • Positions on site
     

Skills:

  • Positive attitude

  • Strong Leadership skills

  • Organized

  • Strong Teamwork spirit

  • Creativity and Innovation

  • Team player

  • Strong verbal and written communication skills 

  • Ability to work under pressure and meet deadlines

  • Statistics, mathematical logic Skills 

 

Knowledge:

  • English -  B2: Required

    • Oral and written comprehension.

    • Appropriate use of language.

  • Excel - Advanced - Required

    • Functions: SUMIF Joint, average, Count, conditioning formulas ( IF, AND, OR )

    • Preparation and presentation of advanced graphics

    • PivotTables

    • Search the data value by:VLOOKUP.

    • Format Cells

    • Advanced Filters

  • Statistics, mathematical logic - advanced

 

Studies & Experience:             

  • At least two years of University studies in Systems Engineering or related careers - Desirable

  • 6 months of experience in similar positions - It’s a plus

TELUS International Guatemala is a company that offers equal opportunities for everyone. We seek an inclusive work environment, where all qualified applicants will receive consideration for employment without discrimination based on any element of diversity.

Additional Job Description

WFM Analyst II is responsible for the real-time monitoring of all queues and skill sets, making adjustments to call allocations driven by real-time trends. Responsible for the real-time monitoring of agents, ensuring adherence to their schedules, handling pending time-off requests, schedule changes, and the daily exception management. 



Required Language(s)
English