Analista de Workforce Management WFM Discador
Core
Maximize operational efficiency through data analysis, precise Headcount roster management, and constant optimization of dialing strategies for outbound campaigns.
Role type
Workforce Management (WFM) Dialer Analyst
Builds
Outbound dialing campaigns and operational schedules
Domain
Contact Center / Telemarketing
Required skills
SQL (intermediate-advanced), Excel (advanced), WFM platforms (Genesys, NICE IEX, Hermes, Wolkvox), KPI analysis (SLA, Occupancy, Contact Rate, Conversion Rate, AHT), real-time dialing strategy design, operational scheduling
Preferred skills
None stated
Technologies
Genesys, NICE IEX, Hermes, Wolkvox, SQL, Excel
Responsibilities
Execute periodic and ad-hoc reports using SQL and Excel to identify operational performance deviations; Administer and control Headcount hierarchies to ensure correct shift distribution; Support the creation of basic operational schedules and adjust staffing forecasts based on demand; Define and adjust dialing strategies in real-time to maximize contact and conversion rates; Actively monitor agents, service levels (SLA), and occupancy, implementing immediate action plans for flow variations
Seniority
Junior, hands-on IC
