*This job posting originates from the Talenteca.com job board* ### **Job opening at Talentos y Formación, located 10 minutes from Six Flags — Tlalpan, Mexico City** You will be responsible for **planning, scheduling, monitoring, and optimizing** the call center’s human resources to ensure service level targets are met. **Key WFM Responsibilities** * **Forecasting:** Predicting the volume of incoming calls or contacts. * **Staff planning:** Determining the number of agents required based on forecasted volumes. * **Scheduling:** Assigning shifts, breaks, meals, and rotations. * **Real-time monitoring (RTA – Real Time Analyst):** Tracking schedule adherence, service levels, occupancy, and agent adherence. * **Attendance and variance control:** Managing absences, leave requests, and operational incidents. * **Reporting:** Generating productivity, service level, compliance, and performance reports. **Why is WFM important?** Because it ensures: * That the call center has **sufficient staff** to meet service level targets. * That agents are **not overburdened**. * That operations remain **efficient and cost-effective**. Mandatory requirements: * Minimum **6 months of WFM experience** within a call center environment (inbound, outbound, or blended). * Proficiency with forecasting, scheduling, and real-time monitoring tools. * Experience in: * + Forecasting + Scheduling + Adherence and service level analysis + Operational and productivity reporting * Knowledge of call center operations and key performance indicators (KPIs). * Intermediate-to-advanced Excel skills (a test will be administered). **Desired education level:** High school diploma (or equivalent) **Desired experience level:** Expert level **Departmental function:** Customer service **Industry:** Insurance / Insurance company **Skills:** * Analytical thinking * Problem solving * Proactivity *This job posting originates from the Talenteca.com job board:* *https://www.talenteca.com/anuncio?j_id=693b570130000040000d5627&source=indeed*