Workforce Management Analyst

Role Description Strong analytical skills – ability to analyze staffing data, call volume trends, and forecasts Proficiency in WFM tools like: NICE IEX Verint Genesys WFM Aspect Advanced Excel skills (pivot tables, charts,and macros are a plus) Familiarity with call center KPIs, such as: Service level ASA (Average Speed of Answer) AHT (Average Handle Time) Shrinkage and occupancy Scheduling and forecasting knowledge Real-time monitoring and reporting capabilities Time management and multitasking skills Communication skills – to coordinate with team leads and operations managers 1–3 years of experience in a call center environment

Location: Puebla, MX

Posted Date: 5/11/2025