Wfm Reporting

hace 2 días

Heredia, Costa Rica SYKES Costa Rica A tiempo completo

**Objective**:
To assist with short and mid-range planning based on continuous analysis of forecasted requirements, trends, staffing variables, and real-time performance of operations based on workforce management principles for the contact center. The WFM 1 position must determine alternative plans to successfully meet key performance indicators (KPIs) targets when necessary.

**Hard skills**:

- Demonstrated advanced experience using Microsoft Excel power query (must).
- Demonstrated experience using PowerBI (desired).
- Demonstrated experience using SQL (desired).
- To able working under pressure.
- Macros, PowerShell, and programing knowledge is a plus.
- Ability to calculate figures and amounts such as proportions, percentages, (weighed) averages.

**Soft skills**:

- Teamwork oriented.
- Acceptable level of negotiation skills.
- Strong call center financial knowledge.
- Proactive.
- Responsible.

**Responsibilities**:

- Monitor, analyze, and take appropriate actions based on the call flow activity and staffing requirements in order to assure Contractual KPIs are met.
- Maintain appropriate records and analyze performance data on a daily, weekly, and monthly basis. Provide a variety of reports and analyses to Operations, Administration, and HR departments. Reports would range from agent individual performance values to site or center consolidated reports. As well as providing all contractual reports we are obligated to perform.
- Ensure Operations, WFM, and Client services have proper data to approve time-off requests such as team meetings, additional agent training, and all other future schedule exceptions.
- Maintain agent-level schedules and attendance tracking which includes recording absenteeism and tardiness of agents (RTA).
- Oversee the intra-day management and staffing requirements of single or multiple queues, agent skill changes, and group skill changes.

**Benefits**:

- Educational reimbursement.
- Growth Opportunities.
- Work at home.

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