ECD, Multichannel Communication Innovation, is requesting: **WFM Workforce Coordinator On-site** **APPLY IF YOU MEET THE REQUIREMENTS** Objective: Ensure that information systems and technology are efficiently managed to improve operations and decision-making. This includes optimizing processes, managing and analyzing data, and integrating systems. **Education**: Bachelor's degree in Computer Science, Actuarial Science, Mathematics, Finance, Engineering, or related field. **Gender**: Indifferent. **Requirements:** Experience as WFM or MIS or similar role in a Contact Center. **(Preferred)** Exams will be administered for confirmation * Excel **(Advanced)** * Power BI **(Intermediate)** * SQL **(Intermediate)** * Knowledge of Call center metrics. **Schedule:** Monday-Friday from 9:00 a.m. to 6:00 p.m., rotating day off on Saturday or Sunday. **Salary**: 18,000 net monthly + 4,800 net bonus **Responsibilities:** * Creation of BI Dashboards * Coordinate the team of database analysts in the call center. * Responsible for analysis, administration, and management of databases and KPIs of the Contact Center. * Definition of dialing, mailing, call to action, and SMS strategies for different campaigns. * Creation and management of strategies to ensure delivery of information to operational areas. * Analysis, interpretation, and presentation of Contact Center campaign statistics. * Develop and automate reports for tracking results and metrics, supporting decision-making. * Monitor performance metrics and generate strategic reports, analyze and optimize resource planning to meet service levels. **Knowledge:** * Database strategy and administration, expert level (SQL, DML, Access). * Predictive and descriptive analytics. * Call Center KPIs for sales, customer service, and collections campaigns. **Skills:** * Supervisory experience over personnel. * Analytical and synthesis skills. * Results-oriented. * Effective communication. **Interested candidates should apply through the provided channel**