Bilingual Junior Workforce Analyst
Hybrid (Remote)MXN 25k/moFull-timePosted 3w ago
About the role
Junior Workforce Analyst supporting contact center efficiency through staffing analysis, real-time performance tracking, forecasting, scheduling, and reporting to meet service level and utilization goals.
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.
Qualifications
- 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).
- Experience with Business Intelligence software such as Looker or OBI is a plus.
Skills
Required:Microsoft ExcelWorkforce Management SystemsData Analysis
Benefits
- Full time $25,000 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)
Last updated Oct 21, 2026. Interested? Apply on the company site.
About CSC Generation
AI Native Retail Future: Commerce AGI
CSC Generation is the AI-native retail holding company. We modernize iconic brands with data, automation and our Genesis platform to build the future of Commerce AGI.
retailautomationAIdataplatformsmergers and acquisitions
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