Workforce Optimization Coordinator/RTA
HybridGuaynabo, Guaynabo, Puerto Rico or Mayagüez, Mayagüez, Puerto Rico
Job Summary
Monitor intraday performance, manage operational exceptions, and track incidents while ensuring adherence to established processes. Generate hourly, daily, and weekly reports; prepare and maintain performance dashboards; and analyze data to drive process improvements. Document deviations and escalate issues as needed. This role requires rotating eight-hour shifts from 8:00 a.m. to 11:00 p.m., Monday through Friday, with occasional weekend and holiday availability. Candidates must be fully bilingual in Spanish and English, possess strong analytical skills, and have intermediate Excel proficiency. The position supports workforce planning and administration within a global organization committed to excellence and innovation.
Required Qualifications
- High school diploma or equivalent
- Strong analytical skills
- Basic knowledge of WFM (Workforce Management), RTA (Real-Time Adherence), formulas, and contact center fundamentals
- Excellent verbal, written, reading, and presentation skills
- Fully bilingual in Spanish and English
- Ability to interact with all levels of management across different locations
- Intermediate to advanced knowledge of computer applications and Microsoft Office
- Intermediate knowledge of Microsoft Excel, including formula management
- Availability to work rotating eight (8)-hour shifts within a Monday through Friday operation, between 8:00 a.m. and 11:00 p.m.
- Occasional availability to work weekends and holidays
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