Real Time Analyst

hace 2 días

Mexico City Metropolitan Area Tential Solutions A tiempo completo

About The JobGreat Player support is fast and precise. The Partner Operations team is responsible for all support agents globally and the Workforce Management team makes sure the right people are always available to help. As a Real-Time Analyst (RTA), you will work closely with all partners, located in different timezones across the globe, ensuring the fastest support possible. Your proactiveness will ensure potential issues are mitigated before they affect the Player support experience and will communicate quickly with stakeholders to resolve these issues quickly and effectively.

You will identify patterns and understand deviations from the WFM plan, ultimately coordinating the actions needed to adapt to the new realityResponsibilitiesMonitor backlog, Inflows and Outflows at interval level against the WFM Plan, taking action to correct deviationsGuide Partners in real-time, calling out deviations in staffing levels, following-up to ensure complianceCoordinate with Partner Managers and Internal GPS when neededMonitor incidents and ensure proper handling of tickets during and post incidentCoordinates offline activities and real-time requests from PartnersHandles RTA reporting and real-time communication with several stakeholdersRequired Qualifications3 year or more real-time analyst/lead experienceAssociate degree, technical school or equivalent work experienceHigh attention to detail, ability to identify emerging trends, measure impact and use good judgmentConfidence in communicating with people at all levels both externally and within the organizationA solution-oriented mindset to ensure happy customersUnderstanding, interpreting, and manipulating data for reportingAdvanced level of MS Excel/Google sheetsTableau knowledgeAbility to design, create and set-up Zendesk reports, and overall familiarity with the softwareProficiency with Tymeshift or Verint

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