Real Time Analyst
¡Únete a Banco Plata! Acabamos de recibir nuestra licencia bancaria y estamos entrando en una etapa de crecimiento acelerado, innovación constante y oportunidades reales para quienes quieren construir algo grande.
¡Forma parte de la revolución financiera que está cambiando México!
Responsibilities
Real-Time Task Assignment:
Ensure all agents are consistently assigned interactions (chats, calls) to maximize team efficiency and eliminate idle time.
Activity Monitoring:
Monitor service levels, response times, and workload across all queues, agents, and teams in real time to ensure operational targets are met.
Schedule & Volume Analysis:
Analyze inbound contact patterns (hourly/daily peaks) and adjust routing profiles and queues accordingly. Identify trends to optimize agent availability and improve response times.
Reporting:
Prepare and distribute reports related to Customer Care performance, including shrinkage, occupancy, service levels, response times, and other key KPIs.
Operational Issue Resolution:
Provide real-time support for operational tickets or incidents assigned to the CORE or Workforce team, delivering immediate solutions to operations and other stakeholders.
Effective Communication:
Immediately communicate changes in inbound contact patterns (volume increases, drops, peaks) to Operations and Workforce Management. Effectively manage contingencies or crises to ensure service continuity.
Job Profile
- 3+ years of experience in a contact center environment using contact center technologies such as CRM, Avaya, IEX, NICE, InContact, or similar platforms.
- 2+ years of experience in a Workforce Management role (e.g., Real-Time Analyst or Workforce Analyst).
- Advanced Excel skills.
- Experience working in a remote environment.
- Excellent interpersonal and communication skills.
What We Offer
- Competitive base salary
- Opportunity to learn and grow with the company and influence process development initiatives
- Communication and office equipment
- Mandatory legal benefits
- Major Medical Insurance
- Life Insurance
¿Por qué unirte a Banco PLATA?
Creemos en las personas antes que en los puestos. Aquí encontrarás un lugar donde tu esfuerzo se reconoce, tu crecimiento importa y cada logro se celebra en equipo. Somos una empresa que apuesta por el talento, impulsa nuevas oportunidades y acompaña tu desarrollo profesional en cada paso.
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