Telvista

Compensation

Full Description

Company Description Life at Telvista is pretty awesome! We have a mission to bring our employees the inspiration to create a life they love. For this, we continue to empower our teams to take on new challenges, learn from their mistakes, and over-deliver. We understand that sitting at workstations and helping customers with their issues can be rewarding but also can get overwhelming at times. Our cheerful and fun break rooms help you relax and unwind from a hard work shift. Learning and development opportunities paired with a comfortable work environment make Telvista a place where talent thrives. Job Description Intraday Traffic Analyst Job Description Job Summary: Monitor customer contact employee's schedule adherence, staffing levels, and agent productivity by performing the following duties. if hired, you would work through HITTS Mexico Remote; however, you would Report to Telvista USA. Essential Duties and Responsibilities: • Provides timely service levels to contact center supervisors and managers. • Accurately enters exceptions and time-off requests into the scheduling system. • Answers the call-in line to keep track of and report absences and real-time staffing. • Produces or generates reports regarding contact center metrics such as service level, shrinkage, and AHT. Ensures these reports are sent to appropriate managers in a timely manner. • Recommends offering voluntary time off or overtime to meet service-level requirements. • Supervisory Responsibilities: This job has no supervisory responsibilities. Technical Expertise WFM Platforms & Contact Center Systems • Avaya contact center systems (required): CMS, One-X, call routing logs, agent state reporting. • EIX workforce systems experience (required). • Hands-on use of major WFM platforms (experience with any of the following is preferred): • Verint / Verint Impact 360 • NICE IEX WFM (highly preferred) • Genesys Cloud WFM • Aspect / Alvaria • Teleopti / Calabrio WFM • Deep knowledge of call routing, skill-based routing, multi-skill forecasting, and interval-level staffing. Microsoft & Analytics Tools • Advanced Microsoft Excel (required): • Complex formulas (INDEX/MATCH, VLOOKUP/XLOOKUP) • Pivot tables and pivot charts • Nested formulas & conditional logic • Data modeling and scenario analysis • Microsoft Power BI: • Creating dashboards and visualizations (preferred) • Publishing and refreshing automated reports • Microsoft PowerPoint: • Building executive-level reporting decks • Microsoft Teams, Outlook, SharePoint for workflow and communication • Experience with SQL queries (preferred but not required) Additional Technical Competencies • Expertise in schedule management, interval-level forecasting, staffing models, and shrinkage planning. • Ability to interpret CCaaS/ACD data and translate it into actionable workforce insights. • Familiarity with API integrations, real-time adherence tools, and reporting automation. • Strong troubleshooting ability across WFM tools, ACD systems, and reporting platforms. Qualifications Qualifications The requirements listed below are representative of the minimum knowledge, skill, and/or ability required to qualify for performing the job. Experience: 1-2 years of Call Center Intraday Experience. Education and/or Experience: One year certified from a technical school; or six months related experience and/or training; or equivalent combination of education and experience. Experience with workforce management software and Excel is a plus. Language Skills: Must have excellent communication and verbal skills; Bilingual (English/Spanish) preferred. Ability to read and interpret documents such as operating and maintenance instructions and procedure manuals. Ability to write routine reports and correspondence. Must be able to persuade and influence, to present ideas to management and clients in meetings, conversations, and in writing. Mathematical Skills: Must have strong analytical and problem-solving skills. The ability to work with mathematical concepts such as probability and statistical inference. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations. Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations. Must be able to translate between business need and the data and actions required to resolve the need; to see a task in context within larger processes and projects. Computer Skills: Strong experience with Microsoft Excel, Access, and SQL Server is required; Experience with Microsoft Project is a plus. Successful candidates will also need working knowledge of various reporting tools (e.g., Business Objects), workforce management systems (Aspect), telecom systems (Avaya), call center monitoring and recording systems (Verint), and customer relationship management/CRM (Interactive Intelligence & Salesforce). Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit. The employee is occasionally required to stand, walk, and use hands to finger, handle, or feel. Specific vision abilities required by this job include close vision. Employees must maintain regular and acceptable attendance at such levels as determined at Telvista's sole discretion. The employee must be available and willing to work on-site and for such hours per day or hours per week as Telvista determines is necessary or desirable to meet its business needs. Telvista is an Equal Opportunity Employer Additional Information Pay: Third Party Contract / Through HITTS Mexico Telvista is an Equal Opportunity Employer Telvista is an Equal Employment Opportunity Employer and complies with all applicable laws regarding nondiscrimination and equal opportunity, including the regulations enforced by the Equal Employment Opportunity Commission (EEOC). We do not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, or any other characteristic protected by applicable federal, state, or local laws. This commitment extends to all aspects of employment, including recruitment, hiring, promotion, transfer, training, compensation, benefits, termination, and all other terms and conditions of employment.