AT&T Contact Center - Workforce Management Analyst in Mexico City, Mexico

2 years of experience in Call center

Assists in the administrative responsibilities for the Shared Service call centers. Potential shift work across Call Center operational window in support of Intraday Operations, Payroll Administration, Attendance Reporting and Real Time Monitoring of available resources.

Roles and Responsibilities:

Monitors inbound call traffic to ensure efficient distribution based on call center staff availability. Ensure customer service needs are met by coordinating and adjusting call volume in a timely manner.

Processes schedule change/trade requests and supports overall schedule maintenance. Helps process and support payroll submissions and oversees error correction processes.

Processes data and generates routine Intraday Quartile reports regarding call volume, answer performance and other mission critical metrics.

Maintains frequent contact with other departments when outages occur and provides updates to operational leadership

Key Competencies and Skills:

Job specific skills

 Comprehension of Call center environment

 Desirable experience with NICE IEX Total View WFM and Avaya CMS

Professional Skills

  • Fully Bilingual (English - Spanish)

  • General office skills: word processing, email, spreadsheet management

  • Advanced excel, Forecast modeling

  • Adept at utilization of company-wide system for reporting data and information

Education and Qualifications::

High school