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: $* mxn