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WORKFORCE ANALYTICS SPECIALIST I

São Paulo - São Paulo

Descrição da oferta de emprego

Workforce Analytics Specialist I - Assists with client reporting and real-time management responsibilities. Provides analysis of contact center data to the client and internal contacts. **Essential Functions**Generates reports for internal and external clients to meet contractual andregulatory standards. Analyzes trends in key performance metrics and shares outliers and potential redflags with program leaders. Supports scheduling and coordination of phone and non-phone work. Provides direction to agents and management to support service level andabandonment rate goals. Acts as liaison between operations, technical operations, and client teams bytroubleshooting issues and submitting tickets. workflow processes, such as call handlers and reporting tools. Completes assigned tickets as needed. **Education and Experience**:Bachelor''s degree or equivalent and relevant formal academic / vocational qualificationPrevious experience that provides the knowledge, skills, and abilities to perform the job (comparable to 0 to 2 years) or equivalent combination of education, training, & experience. In some cases an equivalency, consisting of a combination of appropriate education, training and/or directly related experience, will be considered sufficient for an individual to meet the requirements of the role. **Knowledge, Skills and Abilities**:Organizational skillsStrong attention to detailTime management skills and the ability to multi-taskEffective verbal and written communication skillsExcellent language skills (comprehension, speaking, reading and writing) must be demonstrated if theposition requires languages other than EnglishExcellent problem solving skillsExcellent computer skills including Microsoft Office toolsExcellent interpersonal skillsAbility to work in a collaborative team environment
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Detalhes da oferta

Empresa
  • Caderno Nacional
Localidade
Endereço
  • Indeterminado - Indeterminado
Data de publicação
  • 19/08/2025
Data de expiração
  • 04/01/2026
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