Bilingual Planning Analyst (WFM — Workforce Management)
LLAMAPIXEL GAMING S.A.C.Core Responsibilities
The analyst will own demand and supply planning for the LATAM Customer Service operation by forecasting contact volumes and translating plans into optimal schedules, while providing real-time support to maintain SLA targets. Key duties include monitoring workforce performance, analyzing WFM KPIs, and collaborating with operations on hiring and capacity planning.
Requirements
Candidates must be native Spanish speakers with advanced/fluent English, possessing over two years of Workforce Management experience in contact centers, specifically with chat/email channels. Strong analytical skills, comfort with time-series concepts, and proficiency in tools like Excel/Google Sheets and Zendesk WFM are required.
Key Skills & Technologies
Additional Information
Experience Level
2-5
Job Language
English
Work Mode
On-site