Job Opportunities in Costa Rica

Job Overview:

As a Workforce Management (WFM) Analyst at Travelopia, you will be pivotal in ensuring the optimal staffing and performance of our Talkdesk call center operations. You will be responsible for forecasting, scheduling, real-time monitoring, and data analysis to maintain service levels and enhance the efficiency of our customer support team. The ideal candidate will have strong analytical skills, experience with Talkdesk or similar platforms, and a proactive approach to solving operational challenges!

Key Responsibilities:

1. Forecasting & Scheduling:

• Develop accurate call volume forecasts based on historical data, trends, and seasonal variations
• Create and manage agent schedules, including breaks and lunch periods, to meet service level agreements (SLAs) and business needs
• Generate daily, weekly, monthly, and annual staffing forecasts for operations
• Generate short and long-term staffing models, including "what if" scenarios based on service level goals, Average Handle Time (AHT), etc., and provide recommendations based on analysis

2. Real-Time Monitoring:

• Provide real-time monitoring via available tools and workforce management techniques to make intra-day adjustments to maximize resource efficiency and achieve service level goals/business objectives
• Perform continual analysis of current performance, noting recent historical trends, and conduct real-time re-forecasting to make necessary adjustments in staffing plans

3. Volume & Efficiency Management:

• Compare actual call volume and AHT data to forecast figures to ensure appropriate staffing standards are created and maintained
• Analyze call volume, AHT, and attendance trends to plan for over-staffing or under-staffing conditions
• Implement strategies to manage call volumes effectively, ensuring that peak times are adequately staffed
• Develop and refine call routing schemes to optimize call distribution and reduce wait times

4. Break and Lunch Schedule Management:

• Plan and manage agent break and lunch schedules to maintain coverage and minimize impact on service levels
• Ensure compliance with labor regulations and company policies regarding breaks and meal periods
• Supervise adherence to scheduled breaks and lunches, making real-time adjustments as needed

5. Reporting & Analysis:

• Generate and analyze daily, weekly, and monthly performance reports, applying tools like Power BI
• Compare results to forecasts and find opportunities for improvement
• Prepare staffing data to support the annual contact center budget process
• Provide insights and actionable recommendations to improve operational efficiency and service delivery

6. System Management:

• Maintain and update the Talkdesk platform, ensuring data accuracy and system efficiency
• Work with IT and Talkdesk support teams to troubleshoot and resolve any technical issues
• Implement and optimize WFM tools and technologies to enhance productivity and reporting capabilities

7. Collaboration & Communication:

• Collaborate with team leaders, trainers, and HR to ensure optimal staffing and resource allocation
• Participate in regular meetings to discuss performance, staffing plans, and process improvements
• Provide training and support to agents and team leaders on WFM standard methodologies and tools

Qualifications:

Experience:

Minimum of 2-3 years of experience in workforce analysis or a similar role in a call center environment
Experience with Talkdesk or similar contact center platforms is highly preferred
Proficient in using WFM tools and software (e.g., Talkdesk, Excel, Power BI)

Skills:

Strong analytical and problem-solving skills

• Experience in building and leading call routing schemes
• Proficient in reporting and data visualization tools, preferably Power BI
• Excellent communication and social skills
• Ability to work in a fast-paced, dynamic environment
• Strong organizational skills and attention to detail

Certifications:

Certification in Workforce Management (e.g., CWPP, CWPM) is a plus

Key Competencies:

• Analytical Thinking: Ability to analyze complex data and derive actionable insights
• Proactive Problem Solving: Identifying and addressing potential issues before they impact performance
• Effective Communication: Clear and concise communication with team members and collaborators
• Adaptability: Flexibility to adjust plans and strategies based on real-time data and evolving needs

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We believe people are happier and perform best when they are able to be their true self, and that teams with varied strengths deliver better results.
Together we will cultivate a diverse, equitable and inclusive environment, where everyone can thrive. We are committed to inspiring change through growing awareness of, and counteracting, unconscious bias; building an inclusive culture, and accepting diversity in all its dimensions. Please note that for all benefits, details were accurate as of the publication date. Any changes will be advised to you upon your start with the Company.
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