08 feb
AT&T México
Naucalpan de Juárez
(Bilingual-English) WFM Service Desk Analyst
**At AT&T; we´re redefining the future of connectivity. At our core is a passion to serve our customers with products and services that create connections, improves lives and allows millions to share the stories and experiences that matter.**
As a (Bilingual-English) WFM Service Desk Analyst you will be responsible of:
- Schedule maintenance, perform audits to avoid any KPI or payroll impacts.
- Monitors several metrics and takes immediate action based on operational precedents.
- Utilizes knowledge of WFM processes and procedures in helping to identify and solve common issues such as schedule maintenance, utilizing NICE IEX, Avaya CMS and other specialized tools.
- Manages the processes associated with adjusting offline activities to improve answer performance.
- Faces common complex issues related with the daily operations and executes pre-defined solutions.
- Full English Professional Proficiency.
- College preferred with degrees related to business management, mathematics, call center principles.
- 1-2 years WFM Experience.
- Call center experience needed.
- Desirable WFM Experience.
- Process management.
- Project administration.
- Advanced Excel skills.
Muestra tus habilidades a la empresa, rellenar el formulario y deja un toque personal en la carta, ayudará el reclutador en la elección del candidato.