Jr Analyst, Wfm Real Time -Bilingual

Assist in the real-time monitoring of service operations, ensuring the correct allocation of resources and providing support to operational teams to achieve established service levels.

Responsibilities

• Monitor call, chat, and email volumes in real-time.


• Support the execution of schedule adjustments and resource allocation based on operational needs.


• Identify adherence deviations and communicate them to supervisors for corrective actions.


• Log occurrences and prepare basic performance reports.


• Interact with operational teams and leaders to ensure alignment on service indicators.


• Utilize WFM (Workforce Management) tools to track operations.


• Communicate in Portuguese and English to support local and international stakeholders.

Requirements

• Initial experience or internship in WFM, contact center operations,...

Ready to Apply?

Submit your application today and join our talented team at Concentrix.