Sr Analyst, WFM Real Time -Bilingual

Ensure real-time operational efficiency by monitoring and adjusting resource allocation, service flows, and performance indicators, ensuring SLA compliance and the best experience for both customers and employees.

Responsibilities:

• Monitor real-time call, chat, and email volumes, adjusting resource distribution as needed.
• Act proactively to mitigate risks of missing Service Level Agreement (SLA) targets.
• Perform schedule adherence analysis and propose immediate corrective actions.
• Interact with supervisors and operational leaders to communicate deviations and recommend adjustments.
• Produce real-time and post-shift performance reports with insights for continuous improvement.
• Support the implementation of contingency strategies in critical situations.
• Utilize WFM tools for monitoring and adjustments.
• Communicate clearly and effectively in Portuguese and English, ensuring alignment wit...