Rta Real Time Analyst
hace 7 meses
Join our CP360 Family, today
- From Maple Leaf to Monterrey: Proudly Monterrey, Uniquely Canadian.
- Join Our Canadian-Inspired Team in Monterrey: Embrace Excellence Together
**Who We Are**:
- Welcome to ContactPoint 360, the world’s fastest-growing global BPO.
At our roots, we are a Canadian privately-owned family company where entrepreneurial spirit and cherished family values come together.
- With 8 years of remarkable growth, our team has expanded to over 3500+ passionate and successful individuals across Canada, the US, Colombia, Mexico, Jamaica, India, Greece and the Philippines.
Our achievements are grounded in an award-winning culture that fosters innovation and empowers every team member, earning us global recognition as a certified Great Place to Work.
At ContactPoint 360 Inc., we deeply understand the meaning of family and values.
As a family-owned company, we cherish a sense of unity and support that extends beyond the workplace.
Our commitment to hiring the best talent is driven by our belief in the importance of family-like bonds within the organization.
- We empower forward-thinkers and value our team. Together, we enhance interactions, build strong connections, and constantly innovate to deliver exceptional people and customer experiences, putting the human experience first.
**Our Purpose**:
- Is to create the best human experience, ensuring the highest client satisfaction, and transforming clients’ customers into loyal advocates for life.
**Real-Time Monitoring**:
- Monitor real-time contact center activities, including incoming call volumes, agent availability, service level metrics, and other key performance indicators (KPIs) using real-time monitoring tools and reports to keep track of the current state of operations.-
Adherence Management: Ensure that agents adhere to their assigned schedules, breaks, and other activities according to the predetermined workforce management plan. Monitor agent login and logout times, track adherence to schedules, and address any deviations promptly. Communicate with team leaders to resolve adherence issues and maintain optimal staffing levels.-
Service Level Management: Responsible for monitoring and managing service level performance. Ensure that the contact center is meeting its service level targets, such as average speed of answer (ASA), response time, or abandonment rate. If service levels are at risk of not being met, take immediate action to adjust staffing such as canceling offline activities, requesting for recovered hours and additional support for supervisors.-
Escalation Handling: In situations like unexpected spikes in contact volume occur or when service level targets are at risk, take appropriate actions to address the situation. If required, escalate issues to supervisors or managers and initiate emergency protocols to mitigate the impact and restore optimal service levels.-
Reporting Management: Generate real-time and historical reports on contact center performance, including service level metrics, queue statistics, and other relevant KPIs. Analyze these reports to identify trends, patterns, and areas for improvement, and provide recommendations to management for enhancing operational efficiency and customer experience.-
Communication and Collaboration: Effectively communicate with contact center supervisors, team leaders, workforce management teams, and other stakeholders. Provide timely updates on real-time performance, escalate issues as necessary, and maintain clear lines of communication to ensure effective coordination.-
Change Management: Manage changes related to staffing requirements, schedule adjustments, recovered hours, VTO, or other operational changes.**Qualifications***:
- Workforce management experience: Prior experience in real-time analysis and workforce management within a contact center or customer service environment is typically required.
Analytical skills: Ability to analyze and interpret data, identify trends, and make data-driven decisions. Proficiency in using workforce management tools and software.
Strong communication skills: Excellent verbal and written communication skills to effectively communicate with contact center agents, managers, and other stakeholders.
Problem-solving abilities: Proactive mindset and the ability to quickly identify and address operational challenges. Capacity to make real-time decisions and adjust strategies to optimize workforce performance.
Time management and organizational skills: Ability to prioritize tasks, manage multiple responsibilities, and meet deadlines in a fast-paced environment.
Knowledge of contact center metrics: Familiarity with key contact center metrics such as service level, average handle time (AHT), occupancy, and adherence to schedule.
**Flexibility and adaptability**: Willingness to work in shifts and adapt to changing business needs and priorities.
**What we offer**:
- Great salary-
- Law Benefits-
- Medical Expenses-
- Life Insuranc
-
Workforce Management Real Time Analyst
hace 6 meses
Monterrey, México Conduent de Mexico S.A. de C.V. A tiempo completoA través de nuestros asociados, Conduent ofrece servicios y soluciones de misión crítica a empresas de Fortune 100 y más de 500 gobiernos, creando resultados excepcionales para nuestros clientes y los millones de personas que cuentan con ellos. Tienes la oportunidad de prosperar personalmente, marcar la diferencia y ser parte de una cultura donde la...
-
Workforce Management Real Time Analyst
hace 4 meses
Monterrey, México Conduent de Mexico S.A. de C.V. A tiempo completoA través de nuestros asociados, Conduent ofrece servicios y soluciones de misión crítica a empresas de Fortune 100 y más de 500 gobiernos, creando resultados excepcionales para nuestros clientes y los millones de personas que cuentan con ellos. Tienes la oportunidad de prosperar personalmente, marcar la diferencia y ser parte de una cultura donde la...
-
Real Time Analyst
hace 7 meses
Monterrey, México ResultsCX A tiempo completo**Description** **Real Time Analyst** The Real Time Analyst is responsible for monitoring statistics, staffing adherence, list penetration and client key performance indicators. The Real Time Analyst must take actions to ensure the enterprise achieves its clients and internal bill to pay goals. We expect greater of ourselves... What’s Your Greater? Come...
-
Workforce Management Real Time Analyst
hace 6 meses
Monterrey, México CONDUENT A tiempo completo**Sobre Conduent**: Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture...
-
Workforce Management Real Time Analyst
hace 7 meses
Monterrey, México CONDUENT A tiempo completo**Sobre Conduent**: Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture...
-
Rta Woodforest
hace 7 meses
Monterrey, México ContactPoint 360 A tiempo completo**Requirements and Qualifications** - 3 to 6 months tenure. (Proven significant previous experience will be considered in case of not complying with the tenure). - Advanced proficiency in Microsoft Excel, including the ability to create complex spreadsheets, analyze data using pivot tables and formulas, and generate custom reports. - Proven experience in...
-
Rta Woodforest
hace 7 meses
Monterrey, México ContactPoint360 A tiempo completo**Requirements and Qualifications** - 3 to 6 months tenure. (Proven significant previous experience will be considered in case of not complying with the tenure). - Advanced proficiency in Microsoft Excel, including the ability to create complex spreadsheets, analyze data using pivot tables and formulas, and generate custom reports. - Proven experience in...
-
Real-Time Operations Specialist
hace 1 semana
Monterrey, Nuevo León, México Contactpoint360 A tiempo completoContact Center Operations RoleWe are seeking a highly skilled individual to join our team as a Contact Center Operations Specialist. This role involves monitoring real-time contact center activities, managing adherence, and ensuring service level performance.Key Responsibilities:Monitor real-time metrics, including call volumes, agent availability, and...
-
Software Engineer
hace 4 semanas
Monterrey, Nuevo León, México Agileengine A tiempo completoCompany Overview">We are Agileengine, a cutting-edge technology company that empowers professionals to accelerate their careers through mentorship, TechTalks, and personalized growth roadmaps. We're seeking an exceptional Software Engineer - Real-Time Microservices to join our team.">Estimated Salary: $120,000/year">Job Description">As a Software Engineer -...
-
Workforce Management Traffic Analyst
hace 6 meses
Monterrey, México Conduent de Mexico S.A. de C.V. A tiempo completo**Workforce Management Intraday Traffic** WFM Traffic is the person responsible for the centralized tasks of KPI & Performance management and strategy determination and adjustment in regards to capacity as part of the Intraday Management task. Besides this WFM Traffic assures the Adherence & Attendance monitoring approach of the WFM RTA is in line with the...
-
Analista de Real Time
hace 7 meses
Monterrey, México CENTRO DE SOLUCIONES TOTALPLAY A tiempo completo**Funciones**: - Monitorear y analizar en tiempo real el desempeño de los agentes del Centro de Soluciones mediante la revisión de métricas clave como níveles de servicio (SL), tiempos de espera (AWT), tiempos de manejo de llamadas (AHT), Níveles de Abandono, entre otros. - Identificar oportunidades de mejora y proponer acciones correctivas para...
-
Real Assets Data Analyst
hace 7 meses
Monterrey, México MSCI Inc A tiempo completoJob Description - Real Assets Data Analyst (2400007U) - Job Number: 2400007U Requisition Title : Real Assets Data Analyst **Description**: **Your team responsibilities** This role is associated with the MSCI Real Estate indexes & Data. MSCI Real Estate is a leading provider of real estate performance and risk analysis, providing critical business...
-
Real Assets Data Analyst
hace 6 meses
Monterrey, México MSCI Inc A tiempo completoJob Description - Real Assets Data Analyst (240000P8) - Job Number: 240000P8 Requisition Title : Real Assets Data Analyst **Description**: **Your team responsibilities** This role is associated with the MSCI Real Estate indexes & Data. MSCI Real Estate is a leading provider of real estate performance and risk analysis, providing critical business...
-
Analyst, International Pe Real Estate Fund
hace 6 meses
Monterrey, México PER, Private Equity Recruitment A tiempo completoAnalyst, International PE Real Estate Fund, Monterrey, Mexico **About our client** We are working with a premier player in the industrial real estate sector in Mexico, with a strong presence in core industrial markets throughout the country. Our client seeks a financial analyst to work alongside senior management and institutional investors to source,...
-
Real Assets Data Operations Analyst
hace 6 meses
Monterrey, México MSCI Inc A tiempo completoJob Description - Real Assets Data Operations Analyst (2400000G) - Job Number: 2400000G Requisition Title : Real Assets Data Operations Analyst **Description**: **Your team responsibilities** MSCI is excited to offer this opportunity to join its Monterrey-based Real Assets Data Operations Team. This position is responsible for tracking commercial Real...
-
Workforce Management Traffic Analyst
hace 6 meses
Monterrey, México Conduent de Mexico S.A. de C.V. A tiempo completoA través de nuestros asociados, Conduent ofrece servicios y soluciones de misión crítica a empresas de Fortune 100 y más de 500 gobiernos, creando resultados excepcionales para nuestros clientes y los millones de personas que cuentan con ellos. Tienes la oportunidad de prosperar personalmente, marcar la diferencia y ser parte de una cultura donde la...
-
Workforce Management Traffic Analyst
hace 1 mes
Monterrey, México Conduent de Mexico S.A. de C.V. A tiempo completoA través de nuestros asociados, Conduent ofrece servicios y soluciones de misión crítica a empresas de Fortune 100 y más de 500 gobiernos, creando resultados excepcionales para nuestros clientes y los millones de personas que cuentan con ellos. Tienes la oportunidad de prosperar personalmente, marcar la diferencia y ser parte de una cultura donde la...
-
Workforce Management Traffic Analyst
hace 6 meses
Monterrey, México Conduent de Mexico S.A. de C.V. A tiempo completoThrough our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is...
-
Cs Real Assets Analyst
hace 7 meses
Monterrey, México MSCI Inc A tiempo completo**Sales and Relationship Management**: Build and maintain our client relationships, helping to find solutions to their complex needs. **Real Assets**: Drive industry transparency in real assets Would you want to help strengthen decision making across the real asset investment process? Working with clients from around the world, our Real Assets team is...
-
Real Assets Data Operations Analyst Specialist
hace 1 semana
Monterrey, Nuevo León, México Msci Inc A tiempo completoUnlock the Power of Real Estate DataWe are seeking a highly skilled Data Operations Analyst to join our team in Monterrey. As a key member of our Real Assets Data Operations Team, you will play a critical role in tracking commercial Real Estate market transactions.The ideal candidate will have a strong analytical mind and excellent communication skills. No...
