Real-Time WFM Analyst

Description

**ARSA ASESORIA INTEGRAL PROFESIONAL S. DE R.L. DE C.V. is seeking a Real-Time WFM Analyst in Los Alpes \- Álvaro Obregón, Mexico City** -------------------------------------------------------------------------------------------------------------------------------------- We are looking for a GTR Analyst focused on real-time contact center operations, with experience in Workforce Management (WFM) tools and operational data analysis. You will be responsible for monitoring call traffic, identifying deviations from forecasts, and making immediate decisions to maintain service efficiency. Your key responsibilities will include attendance, tardiness, and performance tracking per agent and shift, as well as generating hourly KPI reports. You will also participate in trend analysis to optimize headcount and operational planning. Requirements Minimum 1 year of experience in real-time monitoring, WFM, or similar roles within a contact center. Advanced knowledge of Workforce Management tools and concepts. Proficiency in Avaya. Advanced Excel (formulas, statistics, macros, pivot tables). Analytical mindset. We offer Monthly salary: $16,000 Statutory benefits Available shifts: Intermediate: 11:00 AM – 7:00 PM Evening: 3:00 PM – 11:00 PM Night: 11:00 PM – 7:00 AM One rotating weekend day off We are an inclusive company committed to equal opportunity; therefore, our selection process is based solely on the candidate’s competencies, skills, and experience—without discrimination based on race, gender, disability, age, religion, sexual orientation, or nationality. We are committed to equality and non-discrimination and expressly prohibit requiring medical certificates confirming non-pregnancy or absence of Human Immunodeficiency Virus (HIV) as conditions for hiring, retention, or promotion. **Desired education level:** Higher education \- incomplete **Desired experience level:** Mid-level **Departmental function:** Customer Service **Industry:** Call Centers / Telemarketing **Skills:** * ADVANCED EXCEL *This job posting originates from the Talenteca.com job board:* *https://www.talenteca.com/anuncio?j\_id\=69fe674d4100004400b137dd\&source\=indeed*