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.