Real time Analyst - ES
On-site · San Salvador, San Salvador Department, El Salvador
Job Summary
Coordinates staffing allocation and availability of call center staff to achieve service level objectives. Monitors and adjusts forecasts based on call volumes, duration, and trends. Administers contingency plans, analyzes reports for staffing recommendations, and facilitates real-time discussions. Conducts root-cause analysis of forecast variances to improve accuracy, manages daily exceptions, updates schedules, and ensures accuracy of departmental reports. Assists with the integration of new call center technologies.
Required Qualifications
- Candidate must possess at least a Vocational Diploma / Short Course Certificate, Bachelor's/College Degree, any field.
- At least 2 year(s) of working experience in the related field is required for this position.
Desired Qualifications
- Preferably 1-4 Yrs Experienced with Workforce Management
- Strong organizational skills
- Ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail.
- Ability to communicate call center data/ forecasts
- Ability to work independently with minimal supervision
- Capability of problem solving
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