Real Time Analyst
hace 2 semanas
Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays
- 3+ years of previous experience in a contact center environment using contact center technologies, such as Avaya, IEX, Nice, InContact, or similar
- 2+ years of previous experience in a workforce management role, such as a real time analyst or workforce analyst
- Knowledge of Excel at an advanced level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.)
- Proven strong interpersonal and communication skills with the ability to communicate effectively to a wide range of constituencies in a diverse environment
THIS ROLE IS IN PERSON IN MEXICO CITY, MEXICO.
At AWS, we’re looking to hire an Real-Time Analyst (RTA) to be part of the AWS Premium Support Community Support Workforce Management (WFM) team. The RTA will be responsible for real time monitoring of service levels and site performance during the day to ensure effective management of the incoming volume. This position is responsible for monitoring, measuring and analyzing operational performance and progression metrics in by utilizing out WFM systems and standardized protocols to ensure each component combines seamlessly for all stakeholders. This position will have high visibility to all the internal operations teams and third-party organizations.
Key job responsibilities
- Intraday real time monitoring of performance service levels and backlog for all queues, agents, teams, and sites in a 24/7 operation environment
- Drive real-time adherence to the expected capacity against the actual performance to achieve service levels and efficiency metric goals
- Communicate and call out changes to incoming contact patterns to operations and the broader WFM team in real time
- Support changes within routing profiles
- Update and send reports related to the performance of each site including but not limited to shrinkage, occupancy and core KPI’s
- Review and process tickets assigned to the WFM team that require real-time assistance to different stakeholders
- In partnership with the Operations and WFM teams, the RTA monitors and reports on the execution of corrective/preventive changes to plans, in order to achieve KPIs
**Role requirements**:
- Be able to work a flexible schedule/shift, including weekends, nights, and/or holidays.
- Please note, this is an in-person position in Mexico City, Mexico. This role is not able to be offered virtually.
Mexico City, DIF, MEX
- Proactively gather the right data from appropriate sources and implement effective resolutions, probe/consider all of the facts, considers other perspectives; conduct root cause analysis; refer to long term plans and goals; prioritize key factors
- Ability to maintain composure in critical situations and communicate clearly with both internal and external stakeholders
- Ability to prioritize and meet tight deadlines
- Proven ability to build and maintain strong relationships with key stakeholders to ensure shared objectives are met
-
Analyst, Real Time
hace 4 días
Ciudad de México Qualfon A tiempo completoANALYST, REAL TIME **Posted On**:Mar 9, 2023 **Location**: Ciudad de México, Mexico DF, MX **Company**:Qualfon - Job Summary- Main Objectives and Duties: **1. Communicates any system downtimes to all stakeholders** - Escalates any system downtime and tool issues to the Qualfon and Account’s Management - Communicate effectively any information to...
-
Associate, Real Time Management
Encontrado en: beBee S MX - hace 4 días
Ciudad de México Concentrix A tiempo completoJob Title:Associate, Real Time ManagementJob DescriptionThe Associate Intraday is responsible for managing the intraday performance of multiple program(s) or line(s) of business at one or more Call Center(s). This position will utilize monitoring systems to ensure appropriate staffing levels and agent availability to meet client expectations and Convergys...
-
Associate, Real Time Management
Encontrado en: beBee jobs MX - hace 4 días
Ciudad de México, Ciudad de México Concentrix A tiempo completoJob Title:Associate, Real Time ManagementJob DescriptionThe Associate Intraday is responsible for managing the intraday performance of multiple program(s) or line(s) of business at one or more Call Center(s). This position will utilize monitoring systems to ensure appropriate staffing levels and agent availability to meet client expectations and Convergys...
-
Analyst, Planning
Encontrado en: beBee jobs MX - hace 4 días
Ciudad de México, Ciudad de México Concentrix A tiempo completoJob Title:Analyst, Planning & Scheduling (Planners)Job DescriptionThe Analyst, Planning & Scheduling involves effective operational planning & execution including Forecasting, Capacity Planning, Scheduling & Real-Time monitoring. Creating and managing staff schedules to accomplish a particular task on a daily/hourly basis. The WFM function helps in decision...
-
Overnight Real Time Specialist
hace 6 días
Ciudad de México OpenTable A tiempo completoWith millions of diners, tens of thousands of restaurants, and 23+ years of experience, OpenTable, part of Booking Holdings, Inc. (NASDAQ: BKNG), is an industry leader with a unique insight into the world of hospitality. We champion restaurants, bars, wineries, and other venues around the world, helping them attract guests, manage capacity, improve...
-
Associate, Real Time Management
Encontrado en: Talent MX C2 - hace 3 días
Ciudad de México Concentrix A tiempo completoDescription The Associate Intraday is responsible for managing the intraday performance of multiple program(s) or line(s) of business at one or more Call Center(s). This position will utilize monitoring systems to ensure appropriate staffing levels and agent availability to meet client expectations and Convergys scheduling standards. Essential...
-
International Pe Real Estate Fund, Senior
hace 3 días
Ciudad de México PER, Private Equity Recruitment A tiempo completo-PER, Private Equity Recruitment Mexico City, Mexico Posted 2 hours ago Permanent Competitive - International PE Real Estate Fund, Senior Analyst/Associate, Mexico City, Mexico**About our client** We are currently working with a seasoned private equity real estate in Mexico with a solid presence in the industrial real estate sector. Our client seeks a...
-
Analyst, Planning
Encontrado en: Talent MX C2 - hace 5 días
Ciudad de México Concentrix A tiempo completoDescription The Analyst, Planning & Scheduling involves effective operational planning & execution including Forecasting, Capacity Planning, Scheduling & Real-Time monitoring. Creating and managing staff schedules to accomplish a particular task on a daily/hourly basis. The WFM function helps in decision making regarding revenue roadmap, focus on critical...
-
J-8234 - Analyst, Service Desk (MEX)
Encontrado en: Jooble MX O C2 - hace 5 días
Ciudad de México Leisure Co. A tiempo completoJ-8234 - Analyst, Service Desk (MEX) page is loaded J-8234 - Analyst, Service Desk (MEX) Apply locations Mexico City time type Full time posted on Posted 20 Days Ago job requisition id R-84643 We Put the World on Vacation At Travel + Leisure Co., our mission is simple: to put the world on vacation. With a focus on vacation ownership, travel memberships,...
-
Social Media Analyst
Encontrado en: Jooble MX O C2 - hace 3 semanas
Ciudad de México DAOLaunch A tiempo completoBitso is looking to hire a Social Media Analyst to join their team. This is a full-time position that is based in Mexico City. Bitso - Latin America's leading crypto-based financial services company. Please let Bitso know you found this position on Cryptocurrency Jobs as a way to support us so we can keep providing you with quality crypto jobs....
-
Business Analyst Time Entry System
Encontrado en: beBee S MX - hace 4 semanas
Ciudad de México Emerson A tiempo completoThis position provides front-line technical support and solution to internal clients that have enabled Kronos Time and Attendance (T&A) software and time clocks. This person engages clients through service interactions to identify opportunities to enhance or improve performance and utilization of the product, according to Global HRIS strategy. This position...
-
Business Analyst Time Entry System
Encontrado en: beBee S MX - hace 3 semanas
Ciudad de México Emerson A tiempo completoThis position provides front-line technical support and solution to internal clients that have enabled Kronos Time and Attendance (T&A) software and time clocks. This person engages clients through service interactions to identify opportunities to enhance or improve performance and utilization of the product, according to Global HRIS strategy. This position...
-
Real Estate Analyst Latam
hace 3 días
Ciudad de México NielsenIQ A tiempo completo**Job Description**: **About This Job** The person on this role is responsible of all administrative duties in Real Estate department for Latin America, such as POs submissions, payment follow ups, invoices process, etc.; is the bridge between users and the co-works across the region and oversees the car fleet management in Mexico (~180...
-
Sfdc (Salesforce) Admin/business Analyst
hace 6 días
Ciudad de México Fast Dolphin A tiempo completo**Job Title: SFDC (Salesforce) Admin/Business Analyst** **Location**: Remote / Mexico City **Start**:ASAP** **Length**: 6+ Month - 5 years of SFDC experience as an Admin and/or a BA - Experience working with Sales Cloud, including configuration - Experience working as the sole SFDC resource supporting a project - Working in a SaaS company - Experience...
-
Finance Junior Analyst
hace 8 horas
Ciudad de México GFG Holdings A tiempo completoGFG Real Estate Asset Management is a premier boutique asset management company deeply committed to delivering exceptional, bespoke services catering to each client’s unique needs. We are seeking a Finance Jr. Analyst in our Asset Management in Mexico City, or Cancun. As a Financial Junior Analyst in our Asset Management team, you will play a crucial role...
-
Junior Analyst
hace 8 horas
Ciudad de México GFG Holdings A tiempo completoGFG Real Estate Asset Management is a premier boutique asset management company deeply committed to delivering exceptional, bespoke services catering to each client’s unique needs. We are seeking a Junior Analyst, for our Commercial Asset Management Mexico City, or Cancun. As a Junior Analyst in our Asset Management team, you will play a crucial role in...
-
Investment Associate, Real Estate Private Equity
hace 4 días
Ciudad de México PER, Private Equity Recruitment A tiempo completo-PER, Private Equity Recruitment Mexico City, Mexico Posted 3 hours ago Permanent Competitive - Investment Associate, Real Estate Private Equity, Mexico City, Mexico**About our client** A major private equity manager is growing its investment management platform focused on lodging real estate opportunities in Mexico. Our client is building a stellar team...
-
J-8234 Analyst, Service Desk
Encontrado en: Jooble MX O C2 - hace 2 semanas
Ciudad de México Leisure Co. A tiempo completoJ-8234 Analyst, Service Desk (MEX) page is loaded J-8234 Analyst, Service Desk (MEX) Apply locations Mexico City time type Full time posted on Posted Yesterday job requisition id R-82993 We Put the World on Vacation At Travel + Leisure Co., our mission is simple: to put the world on vacation. With a focus on vacation ownership, travel memberships, and...
-
Data Analyst
Encontrado en: Talent MX C2 - hace 3 semanas
Ciudad de México CHUBB A tiempo completoWith you, Chubb is better! Are passionate with data infrastructure, metrics, and data quality? Would you like to be a member of a fun working environment where your innovative projects make a real impact? Then, check this outstanding opportunity in our new Technology Hub in Mexico – CBSM (Chubb Business Services Monterrey) as a Data Analyst. If...
-
HR Support Analyst
hace 4 días
Ciudad de México Shell A tiempo completo**The Role**: In Shell we are looking for a professional with experience in payroll and payroll accounting processes. Our organization is going through a simplification project to reduce transactions and we aim to minimize the activities performed by the payroll analyst in country and systematize or send offshore teams most of the transactional activities...