**OPEN TO AGENTS SITEL BOGOTA.** **RESPONSIBILITIES**: - Coordinates appropriate staffing allocation and availability of program staff in order to achieve service level objectives. - Monitors site to ensure optimal staffing levels. - Adjust intraday forecasts derived from understood business drivers to determine required staffing levels by projecting call volumes, call duration, and required staffing levels using current trends and historical data. - Administers volume contingency action plans as deemed necessary and appropriate. - Runs and analyzes reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals. - Facilitates real-time discussions with necessary stakeholders. - Keys daily exceptions requests updates schedules and responds to escalated issues and ad-hoc requests. **REQUIREMENTS**: - Degree or equivalent combination of education and directly related experience. - Minimum 6 months within Sitel or demonstrates previous workforce experience. **SKILLS**: - Qualitative and quantitative data analysis skills. - English B2 or C1, Written and verbal communication skills. - Ability to work in fast-paced environment - Result oriented **KNOWLEDGE & ABILITIES**: - Proficiency with MS Office tools, mainly Excel and Access **Real-Time Analyst - FISERV