Bilingual Call Center Workforce Scheduling Analyst (Spanish) in Illinois

This position works onsite five days a week in our Northbrook, Illinois corporate office. Remote work is not an option.

Primary Responsibilities:

• Analyze and Improve Metrics: Evaluate and enhance contact center performance and metrics to support internal and offshore strategies.
• Data Management: Source and mine data to support strategic continuous improvement initiatives.
• Work Scheduling: Generate and distribute weekly work schedules for call center representatives.
• Collaboration: Work with key leaders and operational units to identify and address improvement opportunities and drive KPI performance.

Requirements

• Must be fluent in English and Spanish.
• Attention to Detail: Ability to meticulously review and assess call...