Job Description

Want to get in on the ground floor of a new company to the Guatemala area but has been in business in the U.S. for over 35 years!!! Check out the great opportunity Five Star Solutions has below!

Headquartered in Sioux Falls, SD, Five Star Solutions offers onshore, nearshore, and offshore options. We provide total customer satisfaction in a passionate, relentless and impactful manner with many call center outsourcing services. Learn more about Five Star at getfivestar.com

Five Star is currently looking for a Workforce Management Analyst.

The position will start working onsite in our Guatemala office, with the possibility to transition to WFH later.

Responsibilities

Verifying associates have arrived and are on time for their shift.
Making schedule adjustments in the system.
Monitor and make real-time adjustments to meet client service levels.
Adjust associate skilling to ensure service levels are met.
Recruit for additional hours.
Adjust and recruit for gaps in staffing due to shrink or turnover.
Monitor associate utilization and occupancy.
Send reports regularly to management including updates of workforce metrics.
Every other weekend rotation is required.
Handle Inbound client calls, as necessary.

Qualifications

Experience in WFM in a call center environment is mandatory; either as RTA or WFM Planning.
Works well in a team environment.
Decision making.
Makes good decisions by defining the parameters and acting on what it important.
Problem solving
Uses all available resources to assess the problem and identify the best solution.
Enjoys the challenge of solving problems and can identify trends before problems occurs.
Participates in team-based problem solving by providing constructive input.
Strategic Perspective
Considers the implications of information, decisions, and actions beyond the team/department.
Seeks to understand issues, trends, and perspectives that have importance to the company.
Anticipate changes and communicate the progress or results to the team.
Critical Thinking
Break down relatively complex tasks into more manageable parts.
Anticipate obstacles and thinks about the next step or alternatives.

Required Skills/Abilities

Strong phone and in person verbal communication skills along with active listening
Adaptability to different personality types
Maintaining ,composure in challenging situations
Ability to use technology effectively and productively
All standard vision abilities are required
All standard hearing abilities are required

Hours and Status

Primarily Monday-Friday and will be required to work every other weekend (1 weekend day), from 3:30 pm - 10:30 pm, or 7:00 am to 3:30 pm. However, there could be times where hours/days worked could change pending business need.
Full Time
Work From Home after a couple of months depending on performance.
Pay = up to 10,050 GTQ monthly

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of the job. Management reserves the right to assign or reassign functions and responsibilities to this job description at any time.

About Five Star Solutions

At Five Star Solutions, we bridge the gap between digital innovation and human connection. Our contact center operations are built on a foundation of integrated AI and scalable CX technology, then brought to life by global teams who know how to apply those tools to deliver consistent, world-class customer care.

We build and run intelligent CX environments that connect agents, data, workflows, and automation into a unified system. This integration allows organizations to move faster, scale easily, and maintain consistent service quality as customer demand changes.

Our teams apply the latest CX platforms, AI-assisted guidance, and real-time analytics to improve visibility, streamline operations, and reduce the cost of customer support. By aligning advanced technology with highly trained agents, we help organizations resolve issues efficiently while delivering reliable, high-quality experiences.

With more than 40 years in the industry, Five Star operates globally with onshore, nearshore, and offshore delivery models. This flexible approach provides the right balance of expertise, coverage, and cost efficiency for regulated, high-growth, and high-demand environments.

Five Star brings people, processes, and technology together to create CX operations that are adaptable, scalable, and built to perform over the long term.

Industry

Consulting & Advisory

Company Size

201-500 employees

Headquarters

Sioux Falls, SD

Year Founded

Unknown

Website

getfivestar.com

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