Job Summary: Talentos y Formación is seeking a WFM Analyst to manage call center operations planning, forecasting, and monitoring, optimizing resources and processes. Key Highlights: 1. Develop forecasts and manage schedules for the Call Center 2. Monitor operations in real time and analyze KPIs for continuous improvement 3. Optimize processes and productivity in the Call Center **Talentos y Formación is seeking a WFM Analyst located 10 minutes from Six Flags – Tlalpan, Ciudad de México** -------------------------------------------------------------------------------------------------------- ### **Position Conditions** * Work Modality: On-site (Monday to Saturday) * Full-time * Department: Call Center ### **Main Responsibilities** * Develop forecasts for call volume, chats, and other customer service channels. * Generate and maintain staff schedules, shifts, and coverage plans. * Monitor operations in real time to ensure service level agreement compliance. * Analyze key performance indicators (KPIs) and propose improvements in resource allocation. * Coordinate with supervisors and team leaders to adjust operations according to needs. * Identify opportunities to optimize call center processes and productivity. * Support daily, weekly, and monthly performance reporting for management. ### **Requirements** * Minimum 1 year of WFM experience within a call center. * Solid knowledge of planning and forecasting tools (Advanced Excel, BI, Workforce Management software). Excel proficiency test required. * Experience in operational monitoring, performance indicator analysis, and staff scheduling. * Strong analytical capability and data-driven decision-making skills. * Communication skills to coordinate effectively with supervisors and team leaders. * Results-oriented mindset and ability to work under pressure. **Submit your information to apply.** **Tel*** **Desired Education Level:** High School Diploma **Desired Experience Level:** Expert Level **Departmental Function:** Technology / Internet **Industry:** Insurance / Insurance Company **Skills:** * Attention to detail * Analytical thinking * Effective communication * Teamwork *This job posting originates from the Talenteca.com job board:* *https://www.talenteca.com/anuncio?j_id=697bcea64f00003700590a7f&source=indeed