WFM Real Time Analyst/Duty Monitor
Heredia, Heredia, Costa Rica
hace 15 horas

At Equifax, we believe knowledge drives progress. As a global data, analytics and technology company, we play an essential role in the global economy by helping employers, employees, financial institutions and government agencies make critical decisions with greater confidence.

We work to help create seamless and positive experiences during life’s pivotal moments : applying for jobs or a mortgage, financing an education or buying a car.

Our impact is real and to accomplish our goals we focus on nurturing our people for career advancement and their learning and development, supporting our next generation of leaders, maintaining an inclusive and diverse work environment, and regularly engaging and recognizing our employees.

Regardless of location or role, the individual and collective work of our employees makes a difference and we are looking for talented team players to join us as we help people live their financial best.

The perks of being an Equifax employee?

We offer excellent compensation packages with market competitive pay, comprehensive healthcare packages, on site doctor, paramedics service 24 / 7, life insurance, gym facilities, schedule flexibility, collaborative work spaces, work from home opportunities, free transportation and parking, subsidized cafeteria, solidary association and organizational growth potential

What you’ll do :

Monitors inbound call traffic and ensures efficient distribution based on staff availability.

Uses workforce scheduling applications to track and monitor call volume and trends; identifies agents outside acceptable thresholds and communicates discrepancies to the appropriate manager / supervisor.

Monitors productivity metrics and schedules to ensure adequate staffing in coordination with training, meetings, breaks / meals, and time-off as needed.

Develops and maintains a scheduling database to track availability of associates.

Prepares and communicates daily and weekly schedules based on established call volume forecasts and available staffing; coordinates associate schedule change requests and scheduling of time-off.

Maintains scheduling software by entering exceptions to agent schedules.

Provides call volume / agent reports on daily, weekly, and monthly basis.

Qualifications :

2+ years in a Workforce role

Previous experience in a call center Workforce Management role.

IEX Total-View - eWFM Aspect, system experience.

Effective English communication skills B2+ / C1 (written / verbal)

Extra points for any of the following :

Experience with GSuite applications

Associate or Bachelor’s Degree in business, mathematics or related field.

Avaya CMS system experience.

Strong analytical and organizational skills.

Proven research, statistical, analytical, processing and mathematical skills with ability to structure and conduct analyses.

Adaptability and the capability of multi-tasking and strong time management.

Success attributes of an Equifax employee; does this describe you?


Think and act differently


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