The Role
Monitors call center staffing, attendance, schedules, utilization, occupancy, and service levels. Makes real-time schedule and skilling adjustments, recruits additional hours to address staffing gaps, prepares workforce reports for management, and handles client calls as needed. The role requires call center workforce management experience, strong communication, decision-making, problem-solving, adaptability, and critical-thinking skills. It is primarily onsite in Guatemala initially, with potential work-from-home eligibility.
Summary Generated by Built In
Want to get in on the ground floor of a new company to the Guatemala area but has been in business in the U.S. for over 35 years!!! Check out the great opportunity Five Star Call Centers has below!
Headquartered in Sioux Falls, SD, Five Star Call Centers offers onshore, nearshore, and offshore options. We provide total customer satisfaction in a passionate, relentless and impactful manner with many call center outsourcing services. Learn more about Five Star Call Centers at FiveStarCallCenters.com.
Five Star is currently looking for an Workforce Management Analyst..
The position will start working onsite in our Guatemala office, with the possibility to transition to WFH later on.
Responsibilities
- Verifying associates have arrived and are on time for their shift.
- Making schedule adjustments in the system.
- Monitor and make real-time adjustments to meet client service levels.
- Adjust associate skilling to ensure service levels are met.
- Recruit for additional hours.
- Adjust and recruit for gaps in staffing due to shrink or turnover.
- Monitor associate utilization and occupancy.
- Send reports regularly to management including updates of workforce metrics.
- Every other weekend rotation is required.
- Handle Inbound client calls, as necessary.
Qualifications
- Experience in WFM in a call center environment is mandatory; either as RTA or WFM Planning.
- Works well in a team environment.
- Decision making.
- Makes good decisions by defining the parameters and acting on what it important.
- Problem solving
- Uses all available resources to assess the problem and identify the best solution.
- Enjoys the challenge of solving problems and can identify trends before problems occurs.
- Participates in team-based problem solving by providing constructive input.
- Strategic Perspective
- Considers the implications of information, decisions, and actions beyond the team/department.
- Seeks to understand issues, trends, and perspectives that have importance to the company.
- Anticipate changes and communicate the progress or results to the team.
- Critical Thinking
- Break down relatively complex tasks into more manageable parts.
- Anticipate obstacles and thinks about the next step or alternatives.
Required Skills/Abilities
- Strong phone and in person verbal communication skills along with active listening
- Adaptability to different personality types
- Maintaining ,composure in challenging situations
- Ability to use technology effectively and productively
- All standard vision abilities are required
- All standard hearing abilities are required
Hours and Status
- Primarily Monday-Friday and will be required to work every other weekend (both weekend days), from 3:15 pm - 10:15 pm, or 4:00 pm to 11:00 pm. However, there could be times where hours/days worked could change pending business need.
- Full Time
- Work From Home after a couple of months depending on performance.
- Pay = up to 9,100 GTQ monthly
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of the job. Management reserves the right to assign or reassign functions and responsibilities to this job description at any time.
Skills Required
- Workforce management experience in a call center environment, such as real-time adherence or WFM planning
- Strong verbal communication and active listening skills
- Ability to adapt to different personality types
- Ability to maintain composure in challenging situations
- Ability to use technology effectively and productively
- Decision-making and problem-solving skills
- Critical-thinking skills
- Ability to work effectively in a team environment
- Availability to work every other weekend and changing schedules based on business needs
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The Company
What We Do
Five Star Solutions is a customer service outsourcing company that specializes in building and running intelligent CX environments. By integrating agents, data, and workflows with intelligent automation, they support CX strategy, scale, and service performance. The company combines experienced support teams with automated workflows to reduce effort and improve accuracy, helping organizations connect their operations into a unified system for elevated customer experiences.
