Analista Pleno de Controladoria at Votorantim Cimentos managing financial analysis, budgeting, and cost control. Seeking to improve financial performance through strategic support in a collaborative environment.
About the role
- Workforce Management Analyst responsible for scheduling and optimizing call center operations. Collaborate within the team to improve service levels and reporting.
Responsibilities
- Create and maintain daily schedules for the call center, including inbound, outbound, and back-office channels. Includes schedule recommendations for new-hire representatives to best support call volumes.
- Perform real-time monitoring duties which includes but not limited to adjusting representative routing, moving representatives between call queues, managing schedule adjustments and monitoring SLA’s
- Make recommendations and quick decisions on representative routing throughout all operating hours
- Monitor daily attendance, intraday queue performance, schedule adherence, occupancy, and other Workforce KPIs; adjust schedules and work assignments to ensure goals are met.
- Provide root cause analysis and postmortem reviews when SLA’s are not met.
- Pull raw data to develop and modify weekly reports on call center performance that include but are not limited to call statistics (AHT, Hold Time, ASA, etc.), adherence reporting, representative performance etc.
- Ensure that service level agreements are met by scheduling agents for calls, chats, and emails across multiple locations.
- Analyze PTO submissions and approve/deny based on business needs in review with the Workforce Management and Supervisor Team in member care.
- Serve as the point of contact to identify unexpected changes which might require scheduling changes and reprioritization of tasks.
- Collaborate with management to identify workforce optimization opportunities during daily and weekly huddles. Makes recommendations to management team on how to improve schedule optimization and improve phone performance.
- Monitor and report weekly CRM case activity in the weekly summary and work with the Workforce Management Lead to complete the monthly executive summary of Member Care performance.
- Participate in testing and implementing new technologies and system enhancements.
Requirements
- Minimum of 2 years working in an omnichannel, Contact Center Workforce Management role.
- Experience developing Contact Center reporting, including strong knowledge in Contact Center metrics.
- Deep experience with the Amazon Connect WFM platform is preferred. However, Calabrio, Avaya, or Five9/VO, NICE InContact will be considered.
- Experience as the primary real-time performance for a larger customer service team of 100 agents or more. — owning queue routing decisions, adherence enforcement, and intraday schedule adjustments without supervisor escalation.
- Experience managing, editing, and making recommendations for the current IVR and future automation enhancements.
- Proven track record of presenting WFM performance analysis and staffing recommendations directly to senior leadership, including translating technical workforce data into business impact language for non-technical audiences.
Benefits
- Offers Equity
- Offers Bonus
Job title
Job type
Experience level
Salary
Degree requirement
Location requirements
Senior Commercial Analyst at V.tal focused on B2B infrastructure and contract negotiations. Responsible for managing Colocation contracts and ensuring efficient project execution.
Consultative analyst mapping client business processes at WISE. Focused on requirements gathering and system implementation.
Liquidity Analyst responsible for funding and liquidity management at Servus Credit Union. Conducting portfolio management and ensuring compliance with regulatory metrics.
Senior Analyst at a confidential company defining and developing policies related to variable compensation. Focus on budget impact and performance indicators.
Analista de Remuneração supporting business decisions via compensation analysis and governance processes. Partnering with business areas ensuring internal equity and external competitiveness in remuneration.
Analista Fiscal handling tax compliance responsibilities for Brasil TecPar with emphasis on efficiency and technology. Seeking detail - oriented individuals passionate about growth in an innovative environment.
Analyst assisting in valuation management and appraisal review process for commercial real estate at SitusAMC. Working with clients and coordinating appraisal reviews in the bank & lending team.
Professional providing customer support in benefits team at MDS Brasil. Managing client relationships and ensuring effective service delivery with continuous improvement focus.
Assistant supporting VAT Core Delivery for multinational clients in Budapest. Analyzing complex VAT data and collaborating within a cross - functional team.