Offer summary
Qualifications:
Bachelor's degree in Administration, Engineering, Data Science or related fields., Experience in call center planning or customer service areas is essential., Knowledge of WFM tools, Office suite, BI, advanced Excel, SQL, and Python., Experience in data analysis for decision-making and problem resolution..Key responsabilities:
- Analyze historical data to determine resource needs and create work schedules.
- Monitor KPIs such as wait time and service level for performance evaluation.
- Use analytical tools to identify patterns and improvement opportunities.
- Prepare detailed reports and dashboards with insights and suggestions.
- Collaborate with operations, HR, and IT teams to align strategies.
- Assist in identifying training needs to enhance service quality.
