Wfm Real Time Operations Analyst

hace 1 semana


San Francisco, Heredia, Costa Rica Equifax A tiempo completo

About Us

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At Equifax, we empower individuals to achieve their full potential. We're committed to fostering an inclusive and diverse work environment that supports our employees' growth and well-being.

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The Wfm Real Time Analyst/Duty Monitor plays a critical role in ensuring efficient distribution of inbound call traffic based on staff availability. Key responsibilities include:

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  • Monitoring productivity metrics and schedules to ensure adequate staffing coordination with training, meetings, breaks/meals, and time-off as needed.
  • Developing and maintaining a scheduling database to track associate availability.
  • Preparing and communicating daily and weekly schedules based on established call volume forecasts and available staffing; coordinating associate schedule change requests and scheduling of time-off.
  • Maintaining scheduling software by entering exceptions to agent schedules.
  • Providing call volume/agent reports daily, weekly, and monthly.
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Requirements

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To be successful in this role, you'll need:

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  • 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).
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What Sets You Apart

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We're looking for candidates with:

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  • Associate or Bachelor's Degree in business, mathematics, or 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.
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Benefits

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We offer a comprehensive compensation package, including:

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  • Comprehensive healthcare packages.
  • On-site doctor and paramedics service 24/7.
  • Life insurance.
  • Gym facilities.
  • Collaborative workspaces.
  • Free transportation and parking.
  • Subsidized cafeteria.
  • Solidarity association.
  • Organizational growth potential through our online learning platform with guided career tracks.
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Equal Opportunity Employer

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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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