Service Desk Agent - Sr [India Spanish]

Design customized schedules for accountsDesign ideal schedules that guarantee agents being present at appropriate times so coverage is ensuredOptimize the workforce in order to satisfy targets and metricsForecast workload so internal customers have a standpoint of upcoming periodsCreate plan to establish schedules or improve the account performanceEvaluate staff coverage. 2-4 Years experience in WFM, preferably in contact centers with at least 15 employees.Systems or Electrical Engineer Bachelor degree, or +3 plus years relevant work experience.Experience learning various technical/analytical tools; high aptitude for learningAdvanced Excel skills (e.g., formulas, pivot tables, graphing, data connections, automation using macros)Effective written- and oral- communication skillsStrong Knowledge Windows Front-End Environment (win 10)Strong Ticketing System Tool Knowledge (Remedy, HP Service Manager, Service Now, etc.)Strong ITIL Knowledge (Incident Management and Service Request)Strong ITIL Knowledge (Problem Management and Change Management)