Our real time analyst (rta) will make sure that local call center employees are actively contributing to their assigned queues.
the real-time analyst (rta) will be responsible for monitoring schedules and workforce management software trends to notify operations leaders when on-phone time exceeds the established threshold and/or to identify employees who are out of adherence—for clients with multiple functions, lines of business, transactions, and/or across multiple geographic locations. Actively and consistently support all efforts to simplify and enhance the customer experience.
key responsibilities:
the responsibilities of the real-time analyst include, but are not limited to, the following:
* analyze databases, historical data, and real-time information to create recommendations that improve daily performance goals within the production team—for clients with multiple functions, lines of business, transactions, and/or across multiple geographic locations.
* monitor, maintain, and track inbound call service level objectives and departmental expectations to ensure performance indicators are met daily and/or by interval, according to client needs.
* monitor workforce management software to identify employees who are out of adherence.
* communicate adherence deviations to employees and various leaders to drive efforts in improving schedule compliance.
* generate reports on absenteeism and other shrinkage metrics for operations leaders and workforce staff.
* provide reports as needed to reflect adherence to scheduled events across the company.
* assist with skill assignments and/or provide data to the global command center to ensure employees are correctly assigned to the appropriate queue or line of business.
* provide regular feedback to the global command center to enhance short-term planning accuracy.
* collaborate with other workforce teams to make schedule recommendations regarding off-phone activities, vto (voluntary time off), and overtime.
* support the onboarding of new real-time analysts by offering on-the-job training and guidance to new hires.
* responsible for understanding and complying with all policies, procedures, and regulations related to job duties.
* perform other duties as assigned by management.
* work under general supervision.
requirements:
* at least 6 months of experience in a workforce management-related role.
* b2 eng level
* excellent verbal and written communication skills.
* advanced proficiency in microsoft office.
* ability to analyze and interpret complex data using workforce management software.
* strong teamwork skills to achieve performance goals and objectives.
* ability to communicate effectively with all levels of management and company staff.
* strong organizational and prioritization skills in a dynamic environment.
* ability to make decisions and solve problems under pressure.
* capacity to thrive in a fast-paced and constantly changing work environment.
* ability to maintain a high level of confidentiality and professionalism.
additional information:
* availability to work on-site in puebla, mex.
* availability to work rotating shifts.
* indefinite contract
* salary: $15.000 mxn