Bilingual Junior Workforce Analyst

Summary

Join CSC Generation as a Junior Workforce Analyst and play a critical role in optimizing contact center operations. You will monitor call volumes, agent availability, and adherence to schedules, ensuring efficient workforce allocation and high service levels. Responsibilities include real-time performance tracking, workforce planning and scheduling, data analysis for performance optimization, and system management. This role requires strong analytical skills, proficiency in Microsoft Excel and workforce management systems, and excellent communication skills. The ideal candidate will have 1-2 years of experience in data analysis or contact center operations. CSC offers competitive compensation, benefits, and a home office work environment.

Requirements

• High school diploma required; bachelor’s degree (completed or in progress) preferred
• 1-2 years of experience in data entry, information analysis, or contact center operations required
• Advanced proficiency in Microsoft Excel and other Office applications
• Familiarity with workforce management systems (e.g., NICE, Verint, Playvox, Genesys, or Aspect)
• Strong analytical skills with a sharp attention to detail
• Ability to collect, organize, and analyze data to provide actionable recommendations
• Excellent written and verbal communication skills to engage with all levels of the organization
• Strong problem-solving skills, adaptability, and teamwork
• Ability to work independently with minimal supervision and handle confidential information with discretion
• Proficiency in keyboarding and data entry tasks
• Ability to communicate clearly and effectively in spoken and written formats
• Capacity to analyze data and documents with visual acuity, including reading small print on a computer screen
• Ability to perform job functions in an office or remote environment as needed

Responsibilities

• Monitor call volumes, agent availability, and adherence to schedules
• Track operational metrics such as service levels (SL), average handling time (AHT), and abandonment rates (ABN)
• Identify and escalate potential staffing issues to minimize service interruptions
• Generate real-time and historical performance reports for leadership
• Create and maintain optimized schedules to meet multi-site, multi-channel, and multi-skilled contact center goals
• Proactively review and adjust traffic forecasts to address deviations or unplanned events
• Assist in developing forecasts based on historical data, call trends, and business needs
• Process short-term time-off requests and enter real-time exceptions into workforce management systems
• Analyze key call center metrics to identify trends and provide insights to improve staffing strategies
• Assist in identifying opportunities to enhance operational efficiency and service delivery
• Collaborate with account planners to propose adaptation measures for upcoming campaigns
• Maintain data integrity within workforce management (WFM) systems and tools (e.g., NICE, Verint, Playvox, Aspect)
• Perform basic maintenance of telephony systems, including troubleshooting and escalating issues
• Manage workforce software tools and ensure accuracy in system configurations
• Work closely with team leaders, operations, and HR to ensure optimal staffing and resource allocation
• Attend and lead weekly meetings with department managers to provide updates on staffing performance and queue health
• Act as the point of contact for scheduling and staffing inquiries from employees

Preferred Qualifications

Experience with Business Intelligence software such as Looker or OBI is a plus

Benefits

• Full time $20,500 mxn pesos gross, monthly
• Law benefits since day one
• Home office
• Full equipment provided
• 100% paid training
• 10-hour shift
• 1 hour Lunch - 2 breaks of 15 minutes each
• Two days off
• Total Pass
• Above the law benefits after 3 months (minor and major medical insurance, food vouchers)