In this role, you will be responsible for performing key analysis related to all contact centers. You will ensure center performance is maintained at a consistently superior level as outlined by internal service level agreements and external vendor contracts. Analysis includes forecasting of all call type volumes, forecasting staffing needs, ensuring billing is compliant with contractual guidelines, and reviewing KPI reporting prepared by the centers.
What you will do
- Creates reports that will be used for capacity planning within the contact center.
- Analyze all the forecast process from the WFM Software and provide updates, reforecast, track accuracy% and be able to create manual forecasts.
- Uses analysis results to forecast call arrival and build staffing and scheduling plans to meet business unit goals and objectives.
- Proactively shift resources from one duty to another based on Forecasts scenarios and occupancy levels.
- Provides reporting and analysis needed to produce strategic direction, planning, and execution to meet/exceed profitability productivity, brand representation and efficiency goals for Equifax Inc.
- Provides reporting and analysis needed to manage performance and ensure partner satisfaction is fully delivered and contractual obligations are met.
- Supports efforts to continually improve business metrics to maximize resources and achieve operational excellence.
- Ensures customer service needs are met by coordinating and adjusting call/email volumes in a timely manner
- Monitors inbound/outbound call/email traffic and ensures efficient distribution based on staff availability.
- Assists in the establishment of key business metrics needed to monitor the performance of all customer call types handled by the centers.
- Communicate effectively and professionally with team members and stakeholders at all levels.
- Participates in client capacity planning and daily adjustments.
- Backs up WFM Analyst Entry duties as needed.
What experience you need:
- Bachelor's degree in a relevant field (e.g., Business Administration, Operations Management, Data Science)
- Minimum of 3 years of proven experience in Workforce Management (WFM) or operations, specifically in scheduling and forecasting.
- Minimum of 1 year of experience applying statistical analysis techniques to improve operational efficiency.
- Proficiency in utilizing WFM tools and robust technologies, with at least 3 years of hands-on experience with platforms such as Genesys, Google CCAI, Aspect, Verint, Calabrio, IEX or Amazon Connect.
- Advanced proficiency in Microsoft Excel or Google Sheets, including data manipulation, analysis, and reporting.
- Excellent English communication skills (both written and verbal), demonstrated by a minimum B2+ level on the Emmersion scale (C1 preferred).
What could set you apart:
- Attention to details.
- Ability to work independently and as part of a team.
- Ability to thrive in a fast-paced environment.
- Excellent communication and interpersonal skills.
- Strong analytical and problem-solving skills.
- Advance Student or Bachelor Degree in B.A., Industrial Engineering or Statistics.
- Experience in an Operations environment.
- Certifications in WFM or related fields.
- Service Industry experience strongly preferred
- Third Party / Vendor management operations experience strongly preferred
- Experience Managing Small/Large Teams.
Primary Location:
CRI-Heredia
Function:
Function - Fulfillment / Operations
Schedule:
Full time
