Workforce Optimization Analyst We are seeking a skilled Workforce Optimization Analyst to join our team. In this role, you will be responsible for monitoring real-time performance metrics, making adjustments to staffing levels and schedules, and collaborating with operations teams to address staffing gaps and service level issues. Key Responsibilities: - Monitor real-time performance metrics, including call volumes, service levels, and agent adherence - Maintain optimal service delivery by adjusting staffing levels and schedules as needed - Collaborate with operations teams to address staffing gaps and service level issues promptly - Analyze historical data and trends to identify opportunities for improvement in staffing and scheduling - Provide regular updates and reports on real-time performance to management and key stakeholders Requirements: - Bachelor's degree in Business Administration, Statistics, or related field - Proven experience in workforce management or related field - Proficiency in workforce management software (e.g., Verint, Genesys, Aspect) and Microsoft Excel - Strong analytical skills and attention to detail - Excellent communication and interpersonal skills - Ability to work effectively in a fast-paced environment and adapt to changing priorities Benefits: - Indefinite term contract + benefits according to law - Professional growth in the company (professional career) - Biweekly payments - Immediate hiring - Full availability + 2 days off per week - WFO About Us: We are a multinational company that works in the telecommunications sector or BPO focused on customer service currently in constant growth. We provide digital contact center services, travel technology and innovative digital services and solutions for various industries.