**We are looking for a Dialer Analyst for our WFM team at Bento Internacional.** In this position, you will be responsible for managing and optimizing the operational efficiency of our call center. Your role will be crucial in ensuring that customer service processes run with precision and effectiveness. **Requirements:** **Proven experience in call center as WFM is essential** **1\. Intermediate to advanced Excel** \| Handling relative and absolute references\| Mathematical, statistical, lookup and reference, text, logical functions \| Nested conditions \| Use of pivot tables with calculated fields \| Dynamic charts **2\. Basic to intermediate SQL** (Understanding of database structure, simple queries, data filtering, sorting, data cleaning, aggregate functions, grouping, joins (minimum between two tables)) **3\. Knowledge of call center KPIs** (Contact rate, Effective Contact, conversion, base penetration, SPH, CEPH, %OCC, %UTI, %ADH, %Absenteeism) **4\. Real-time monitoring** (Dialing strategies, dialing ratio configuration, availability, abandonment, and list management) As a Dialer Analyst, your primary responsibility will be to analyze call data and provide detailed reports on team performance. You must work collaboratively with team leaders to identify areas for improvement and propose solutions that increase customer satisfaction and operational efficiency. Prior experience in data analysis and handling call management systems is required. You must have strong analytical skills and a proven ability to work under pressure. Additionally, a proactive attitude and the ability to work in a team are essential for this role. **MAIN RESPONSIBILITIES** 1\. Configuration of dialing ratios and availability management. 2\. Real-time monitoring and recommendations (corrective and/or preventive actions.) 3\. Post-mortem reporting 4\. Design strategies to improve effective contact and sales. 5\. Tracking and measurement of incidents, system outages, audio and/or network issues, justified or unjustified breaks, and/or exceptions. **WE OFFER:** * Competitive base salary * ADDITIONAL BONUSES * Statutory benefits IMMEDIATELY * Profit sharing * Vacation * Christmas bonus * Vacation premium * FONACOT * Dining area * Central location near Metro Hidalgo * FIXED DAY OFF ON SUNDAYS Bento Internacional takes pride in offering a dynamic work environment and a culture of professional growth. If you have a meticulous attention to detail and a desire to contribute to the success of our call center, this position is for you. If you are interested in joining a dedicated team and a company that values professional development, this opportunity is for you. **Don't hesitate to apply and become part of our excellence team in customer service.**