Job title: real-time analyst
location: onsite in zona centro, tijuana, baja california, mexico
company: cybercity call center
hours: monday to friday from 9 am to 6 pm
compensation: basic package of 5k plus bonuses
about us
we are a leading call center specializing in customer service, back office, sales, and billing.
we leverage our expertise, with your contributions, to directly impact our clients' future.
we pride ourselves on utilizing cutting-edge technology and a highly skilled team to deliver excellence.
our dynamic team values collaboration, integrity, and performance.
if you are passionate about driving results and thrive in a fast-paced, client-focused setting, we invite you to explore opportunities with us and make a significant difference in the lives of our customers.
about the role
as a real-time analyst, you will be responsible for monitoring, analyzing, and optimizing agent schedules and call traffic in real time.
you will work closely with operations, workforce management, and team leads to ensure service level agreements (slas) are met consistently.
your role is critical in identifying and reacting to workflow anomalies, making live adjustments to staffing, and supporting operational efficiency through strategic decision-making.
key responsibilities
- monitor call volume, agent adherence, and queue performance in real time to ensure sla compliance.
- adjust staffing allocations dynamically to meet changing workload demands.
- coordinate with team leads and supervisors to implement break/lunch schedules and intraday changes.
- communicate real-time insights and alerts to stakeholders regarding service level risks or anomalies.
- analyze performance trends and provide reports on intraday metrics and recommendations.
- support forecasting and scheduling teams with historical performance insights.
- collaborate with it and operations to resolve system outages or performance issues.
- ensure accurate and timely data input into workforce management tools.
*requirements*:
- 6 months of experience in a similar capacity.
- must be onsite in the tijuana office.
- english fluent, both written and verbal.
- types 35 words per minute.
- high level of work ethic, professionalism, punctuality, and reliability.
- proficient in using computers, crm software, and other relevant tools.
- ability to adapt to changing priorities and processes.
- capable of working independently and as part of a team.
- meticulous attention to detail, and accuracy while multitasking.
- ability to handle confidential information with integrity.
- stays current with industry trends and advancement.
- effective time-management and organizational skills.
- excellent analytical and problem-solving skills.
- charismatic and influential leadership abilities.
what we offer
- opportunities for professional development and career growth.
- a supportive and collaborative work environment.
- comprehensive training on document retrieval processes and relevant regulations.
- the chance to be part of a vital service supporting legal and medical professionals.
*job types*: full-time, permanent
pay: $22,000.00 - $27,000.00 per month
work location: in person
*job types*: full-time, permanent
pay: $22,000.00 - $27,000.00 per month
work location: in person