**Job Description**

This is a critical position responsible for the maintenance, monitoring, and analytics support of staff within the Contact Center. The WFM Analyst ensures that all frontline associates are accounted for—from onboarding to separation—by managing tracking tools, coordinating with operations, and ensuring every agent is in the right place at the right time.
 

Core Responsibilities

• Staff and Schedule Management: Maintain accurate staff tracking tools and develop seating charts/task assignments for upcoming shifts.

• Data & Analytics: Partner with analytics teams to deliver data on headcount, scheduling, and attrition. Provide recommendations to operational leaders based on capacity analysis.

• Compliance & Workflow: Partner with Training and Quality to manage recertifications, ensure agents are correctly assigned to certified tasks, and monitor time-off requests to balance production needs.

• New Hire Tracking: Work with Talent Acquisition and Training to maintain visibility into all New Hire classes and monitor the long-term leave process.

**Qualifications**

• This is a hybrid role based in our Guadalajara Office.

• Language: Fluency in the English and Spanish language (verbal and written) is required.

• Experience: Requires 2+ years of experience in an analytical or staffing role. Prior experience in a call center or dialer environment is preferred.

• Technical Skills: Proficient in Google, Windows, and Microsoft Office, specifically Excel and Google Sheets.
  
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**Additional Information**

All your information will be kept confidential according to EEO guidelines.

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