Wfm Real Time Analyst/Duty Monitor

hace 3 semanas

San Francisco, Heredia, Costa Rica Equifax A tiempo completo

**Equifax is where you can power your possible.
If you want to achieve your true potential, chart new paths, develop new skills, collaborate with bright minds, and make a meaningful impact, we want to hear from you.
**

The WFM Real Time Analyst/Duty Monitor will work to monitor inbound call traffic and ensure efficient distribution based on staff availability.
Our impact is real and to accomplish our goals we focus on nurturing our people for career advancement and their learning and development, supporting our next generation of leaders, maintaining an inclusive and diverse work environment, and regularly engaging and recognizing our employees.
We are looking for talented team players to join us as we help people live their financial best

**What you'll do**
- Monitors productivity metrics and schedules to ensure adequate staffing in coordination with training, meetings, breaks/meals, and time off as needed.
- Develops and maintains a scheduling database to track the availability of associates.
- Prepares and communicates daily and weekly schedules based on established call volume forecasts and available staffing; coordinates associate schedule change requests and scheduling of time off.
- Maintains scheduling software by entering exceptions to agent schedules.
- Provides call volume/agent reports daily, weekly, and monthly.
**What experience you need**
- 2+ years of experience in a workforce role in a corporate environment.
- 2+ years of experience with WFM tools (IEX Total-View - eWFM Aspect, Genesis, Calabrio).
- Effective English communication skills B2+/C1 (written/verbal).
**What could set you apart**
- Associate or Bachelor's Degree in business, mathematics, or a related field.
- Avaya CMS system experience.
- Strong analytical and organizational skills.
- Proven research, statistical, analytical, processing, and mathematical skills with the ability to structure and conduct analyses.
- Adaptability and the capability of multi-tasking and strong time management.
We offer comprehensive compensation and healthcare packages, on-site doctor, paramedics service 24/7, life insurance, gym facilities, collaborative workspaces, free transportation and parking, subsidized cafeteria, solidarity association, and organizational growth potential through our online learning platform with guided career tracks.
Equifax is an Equal Opportunity Employer.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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