Bilingual Performance Analyst Position We are seeking an experienced Bilingual Performance Analyst to join our team. Job Summary: The ideal candidate will have strong analytical skills, attention to detail, and effective collaboration with various departments. This role requires monitoring and optimizing performance metrics to ensure optimal staffing levels and service delivery. Key Responsibilities: - Monitor performance metrics, including call volumes, service levels, and agent adherence. - Make adjustments to staffing levels and schedules to maintain optimal service delivery. - Communicate with Operations teams to address staffing gaps and service level issues promptly. - Analyze data and trends to identify opportunities for improvement in staffing and scheduling. - Provide regular updates and reports on performance to management and key stakeholders. Requirements: - Bachelor's degree in Business Administration, Statistics, or related field. - Proven experience in workforce management or related field. - Proficiency in workforce management software (e.g., Verint, Genesys) and Microsoft Excel. - Strong analytical skills and attention to detail. - Excellent communication and interpersonal skills. - English Level (Oral-Writing): B2 - Ability to work effectively in a fast-paced environment and adapt to changing priorities. What We Offer: - Indefinite term contract + benefits according to law. - Professional growth within the company. - Biweekly payments. - Immediate hiring.