September 20, 2024

Equifax

Heredia

OTHER

WFM Real Time Analyst (Forecaster and Scheduler) - Costa Rica

In this role, you will be responsible for performing key analysis related to all contact centers. You will ensure center performance is maintained at a consistently superior level as outlined by internal service level agreements and external vendor contracts. Analysis includes forecasting of all call type volumes, forecasting staffing needs, ensuring billing is compliant with contractual guidelines, and reviewing KPI reporting prepared by the centers.

What you will do

Creates reports that will be used for capacity planning within the contact center.
Analyze all the forecast process from the WFM Software and provide updates, reforecast, track accuracy% and be able to create manual forecasts.
Uses analysis results to forecast call arrival and build staffing and scheduling plans to meet business unit goals and objectives.
Proactively shift resources from one duty to another based on Forecasts scenarios and occupancy levels.
Provides reporting and analysis needed to produce strategic direction, planning, and execution to meet/exceed profitability productivity, brand representation and efficiency goals for Equifax Inc.
Provides reporting and analysis needed to manage performance and ensure partner satisfaction is fully delivered and contractual obligations are met.
Supports efforts to continually improve business metrics to maximize resources and achieve operational excellence.
Ensures customer service needs are met by coordinating and adjusting call/email volumes in a timely manner
Monitors inbound/outbound call/email traffic and ensures efficient distribution based on staff availability.
Assists in the establishment of key business metrics needed to monitor the performance of all customer call types handled by the centers.
Communicate effectively and professionally with team members and stakeholders at all levels.
Participates in client capacity planning and daily adjustments.
Backs up WFM Analyst Entry duties as needed.

What experience you will need:

3+ years of experience in a WFM or operations role as Scheduler and Forecaster.
Strong analytical and problem-solving skills.
Familiarity with statistical analysis techniques.
Proficiency in WFM tools and technologies.
Excellent communication and interpersonal skills.
Ability to work independently and as part of a team.
Ability to thrive in a fast-paced environment.
Proficiency in Microsoft Excel or Google Sheets.

What could set you apart:

Advance Student or Bachelor Degree in B.A., Industrial Engineering or Statistics.
Experience using WFM Tools (Genesys, Google CCAI, Alvaria, IEX)
Experience in a Rev Ops environment.
Certifications in WFM or related fields.
Service Industry experience strongly preferred
Third Party / Vendor management operations experience strongly preferred