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Contact Center - Workforce Management Analyst

AT&T


Location:
Mexico City
Date:
11/16/2017
2017-11-162017-12-16
Job Code:
att4-6134581
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Job Details

Company AT&T

Job Title Contact Center - Workforce Management Analyst

Jobid att4-6134581

Location: Mexico City, MEX

Description Workforce Management Analyst - Assists and supports WFM team members gather data, as well as manage and report Intraday activities



**Roles and Responsibilities:**

IVR Monitor (calls in Q, Abandon %, ASA, etc.).

Agent States Monitor (ACW, Hold, AHT, Out of Adherence, etc.).

Service to Call out and Emergency line.

IEX Codes for offline activities and schedule maintenance.

Skills assignments on CMS.

CMS Groups creation or modifications.

System failures follow up reporting to SPOC Team and GCO.

Intraday Reports and follow up.



**Key Competencies and Skills:**

Comprehension of call center environment

- Desirable experience with Nice IEX TotalView WFM and Avaya CMS



**Education and Qualifications:**

General office skills: word processing, email, spreadsheet management, Advanced excel.



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