Real Time Analyst Rta

hace 6 meses

Monterrey, México ContactPoint 360 A tiempo completo

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'¢ Â Â Â Â Â Â 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.

'¢ Â Â Â Â Â Â 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.

'¢ Â Â Â Â Â Â 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.

'¢ Â Â Â Â Â Â 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.

'¢ Â Â Â Â Â Â 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.

'¢ Â Â Â Â Â Â 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.

'¢ Â Â Â Â Â Â Change Management: Manage changes related to staffing requirements, schedule adjustments, recovered hours, VTO, or other operational changes.

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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.

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