{"id":1113894,"url":"https://alion.io/job/five-star-solutions-workforce-management-analyst-bpo","title":"Workforce Management Analyst - BPO","company":{"id":672932,"name":"Five Star Solutions","domain":"getfivestar.com","url":"https://alion.io/company/getfivestar","size_band":null,"is_staffing_agency":false,"is_intermediary":false,"ats_vendor":"Lever","truth_index":null},"role":"HR","role_family":"HR","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"hiring_geo_confidence":"structured","locations":["Guatemala City, Guatemala"],"countries":["GT"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-09-22T12:40:30Z","employer_posted_date":"2026-09-22","last_verified_at":"2026-09-23T22:36:43Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"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 Call Centers has below!\nHeadquartered in Sioux Falls, SD, Five Star Call Centers 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 Call Centers at FiveStarCallCenters.com.\nFive Star is currently looking for an Workforce Management Analyst..\nThe position will start working onsite in our Guatemala office, with the possibility to transition to WFH later on.\nResponsibilities\nVerifying associates have arrived and are on time for their shift.\nMaking schedule adjustments in the system.\nMonitor and make real-time adjustments to meet client service levels.\nAdjust associate skilling to ensure service levels are met.\nRecruit for additional hours.\nAdjust and recruit for gaps in staffing due to shrink or turnover.\nMonitor associate utilization and occupancy.\nSend reports regularly to management including updates of workforce metrics.\nEvery other weekend rotation is required.\nHandle Inbound client calls, as necessary.\nQualifications\n Experience in WFM in a call center environment is mandatory; either as RTA or WFM Planning.\nWorks well in a team environment.\nDecision making.\nMakes good decisions by defining the parameters and acting on what it important.\nProblem solving\nUses all available resources to assess the problem and identify the best solution.\nEnjoys the challenge of solving problems and can identify trends before problems occurs.\nParticipates in team-based problem solving by providing constructive input.\nStrategic Perspective\nConsiders the implications of information, decisions, and actions beyond the team/department.\nSeeks to understand issues, trends, and perspectives that have importance to the company.\nAnticipate changes and communicate the progress or results to the team.\nCritical Thinking\nBreak down relatively complex tasks into more manageable parts.\nAnticipate obstacles and thinks about the next step or alternatives.\nRequired Skills/Abilities\nStrong phone and in person verbal communication skills along with active listening\nAdaptability to different personality types\nMaintaining ,composure in challenging situations\nAbility to use technology effectively and productively\nAll standard vision abilities are required\nAll standard hearing abilities are required\nHours and Status\nPrimarily Monday-Friday and will be required to work every other weekend (both weekend days), from 3:15 pm - 10:15 pm, or 4:00 pm to 11:00 pm. However, there could be times where hours/days worked could change pending business need.\nFull Time\nWork From Home after a couple of months depending on performance.\nPay = up to 9,100 GTQ monthly","description_format":"text","description_chars":2882,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"Guatemala","iso":"GT","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Cybersecurity","Hardware","Professional Services","Embedded Systems"],"lifecycle":[{"event":"open","at":"2026-09-22T13:49:40Z"}],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":6,"reasons":["conf:0","win:early"],"computed_at":"2026-09-23T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/five-star-solutions-workforce-management-analyst-bpo","json_url":"https://alion.io/job/five-star-solutions-workforce-management-analyst-bpo.json","meta":{"generated_at":"2026-09-23T23:43:06Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers"}}