Requisition ID: 238765 Join a purpose driven winning team, committed to results, in an inclusive and high\-performing culture. Purpose Contribute to the overall success of the WFM Department in Mexico by performing call forecast analysis, volume trends and general operational information, through loading the necessary information for report generation that enables accurate and timely decision making, thus ensuring service level agreements are met within the operations of Contact Centre Mexico. Responsibilities: * Generate accurate call trend and volume forecast reports by managing historical data from monitoring systems, in order to understand and anticipate contact behavior during specific time intervals and seasonal periods in local operations. * Report actual and current call volume behavior across skills and vectors by developing tools that allow monitoring of service level agreements at the end of each business day in the local Contact Centre. * Complement volume data with operational times of received calls for each skill and/or vector through analysis of consolidated information in the knowledge base, in order to add value to the information described in point two; accurately and in accordance with practices established or requested by the local Contact Centre. * Issue executive performance statistics for timely productivity measurement, such as: calls handled within a specific date range, call handling time, auxiliary time, customer wait time during answered calls, and compliance with work schedules, feeding information into tools developed within the department to distribute this information within established timelines. * Timely schedule executive work shifts, break and logout times, learning and feedback sessions, medical leaves, vacations, and other activities that generally constitute the daily shift for executives within institutional tools and systems, in order to inform users and supervisors about the daily workforce planning of the local Contact Centre. Education: Completed high school, desirable: * Completed bachelor's degree or currently a candidate in Systems Engineering or related field * Completed bachelor's degree or currently a candidate in Economic\-Administrative fields Experience: * Minimum 1 year as Customer Service Executive, Sales Executive, Inquiry Resolution Executive, Fraud Executive, or minimum 1 year of experience in the financial sector with possible previous roles such as financial analyst * Minimum one year of Real Time experience in a Contact Centre (desirable) * Knowledge of Contact Centre operational indicators Specific functional or product knowledge: * Knowledge of Real Time, Reporting, Planning and Scheduling for Contact Centres * Knowledge of Contact Centre operational indicators * Intermediate/advanced level in Microsoft Office suite (Excel, Word, PowerPoint, etc.) * Experience in data mining, generation of managerial reports, and information analysis. * Intermediate/advanced knowledge of ACD, CMS and WFM applications Important notes for your application: * Ensure you have been in your current position for at least 1 year. * Discuss your interest in this opportunity with your leader. * Upload your updated CV. * Only candidates who meet the required profile will be contacted for an interview. "At Scotiabank, we value the unique skills and experiences each person brings to the bank and we are committed to creating and maintaining an inclusive and accessible environment for everyone. All employees must comply with the bank's policies, standards, codes and guidelines related to non-discrimination and workplace accommodations. If you require any type of accommodation regarding accessibility during the process, please inform our Talent Acquisition team \*\*Scotiabank is an inclusive company that respects diversity and does not engage in any form of discrimination\*\* \*\*Under no circumstances does it request pregnancy or HIV tests\*\* Location(s): Mexico : México : Cuautitlán Izcalli Scotiabank is a leading bank in the Americas. Guided by our purpose: "for every future", we help our customers, their families and their communities achieve success through a broad range of advice, products and services, including personal and commercial banking, wealth management and private banking, corporate and investment banking, and capital markets. At Scotiabank, we value the unique skills and experiences each individual brings to the Bank, and are committed to creating and maintaining an inclusive and accessible environment for everyone. If you require accommodation (including, but not limited to, an accessible interview site, alternate format documents, ASL Interpreter, or Assistive Technology) during the recruitment and selection process, please let our Recruitment team know. Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at Scotiabank; however, only those candidates who are selected for an interview will be contacted.