Real Time Analyst Rta

hace 2 semanas

Monterrey, México ContactPoint 360 A tiempo completo

Â

'¢ 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.

Â

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.

Â

Â

  • Rta Woodforest

    hace 5 días

    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 5 días

    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...

  • Analista de Real Time

    hace 1 semana

    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...

  • Service Desk Analyst

    hace 1 semana

    Monterrey, México DYOPATH A tiempo completo

    Title: Service Desk Analyst - Work Location: Monterrey, N.L - ONSITE_ - Status: Full-time with Benefits_ - Shift: Within 4AM to 9PM - Weekends between 9AM to 7PM - shift to be determined_ - Hours per Week: 42.5_ - Salary: 17K - 19K MXN monthly depending on experience_ - Require: _ - Bilingual - Advanced English speaking/written skills_ Job Summary: About...

  • Service Desk Analyst

    hace 5 días

    Monterrey, México DYOPATH A tiempo completo

    Title: Service Desk Analyst - Work Location: Monterrey, N.L - ONSITE_ - Status: Full-time with Benefits_ - Shift: 4:00AM to 1:00PM_ - Salary: 15K - 16K MXN monthly depending on experience_ - Require: _ - Bilingual - Advanced English speaking/written skills_ Job Summary: About Us: DYOPATH, a leading Managed Service Provider (MSP) was founded to empower...

  • Administration & Finance Analyst

    hace 3 días

    Monterrey, México ETEC A tiempo completo

    Important company located in the Zona Valle, San Pedro requests for growth: - **ADMINISTRATION & FINANCE ANALYST**_ **Requirements**: - Recently graduated professional (Bachelor's Degree in Administration, Finance, Accounting or similar) - 25 years and older - 80-95% Bilingual English / Spanish - Intermediate Excel - **Responsibilities**:_ - Daily...

  • Finance Analyst

    hace 7 días

    Monterrey, México Pediatric Associates A tiempo completo

    **POSITION**:Finance Analyst **PRIMARY FUNCTION** The Finance Analyst is responsible for assisting with the GL accounting functions including reporting of the financial operations. Applies principles of accounting and statistical analysis to maintain the accounting system. **ESSENTIAL DUTIES AND RESPONSIBILITIES**: - Prepare financial reports - Analyze...

  • Accounts Receivable Analyst

    hace 3 semanas

    Monterrey, N.L., México ESAB Corporation A tiempo completo

    Accounts Receivable Analyst (Temp) page is loaded Accounts Receivable Analyst (Temp) Apply locations Mexico, Nuevo Leon, Monterrey time type Full time posted on Posted 3 Days Ago job requisition id R0020905 Job Description: Responsible for accounting transactions in support of the receivables process, including establishing and maintaining account...

  • Damages Analyst

    hace 4 semanas

    Monterrey, México Charger Logistics Inc A tiempo completo

    **_We’re proud to say we’ve been named one of "Super Empresas Expansión 2023 Top Companies"_** Charger Logistics is a world class asset-based carrier. We specialize in delivering your assets, on time and on budget. With the diverse fleet of equipment, we can handle a range of freight, including dedicated loads, specialized hauls, temperature-controlled...

  • Logistics Analyst

    hace 4 semanas

    Monterrey, México FLSmidth, Inc. A tiempo completo

    FLSMIDTH IS LOOKING FOR A LOGISTICS ANALYST. Create a better future. Do you want to make a difference in the world and contribute to a sustainable future? We believe we can develop the technology and gain the know-how to make that difference, tackling the climate challenge. It’s a big responsibility, and we have committed to do it. We have launched our...

  • Modeling Analyst Intern

    hace 1 semana

    Monterrey, México Gas Power Global Services A tiempo completo

    **Job Description Summary**: Do you want the opportunity to gain real-life risk modeling work experience through an intern program? As a GE Risk Modeling Analyst Intern you will have the chance to work in an international environment, support different risk and financial functions to identify which area suits you best while managing key projects and...

  • Pricing Analyst

    hace 4 semanas

    Monterrey, México Human Quality A tiempo completo

    **Descripción empresa**: Somos una empresa con sede en USA de servicios de transporte de carga federal terrestre **Misión del cargo**: estimar el costo de un proyecto durante todo su ciclo de vida basado en conocimientos empíricos, científicos, técnicos, económicos **Funciones del cargo**: Pricing Analyst Ubicación Monterrey, NL Position...

  • Pricing Analyst

    hace 4 semanas

    Monterrey, México Human Quality A tiempo completo

    Pricing Analyst Ubicación Monterrey, NL Position Summary The Pricing Analyst will respond to pricing requests for cross border, US domestic and MX domestic operations logistics from services offices, as well as the commercial team and operational teams. Main Responsibilities - Manage, complete, and respond to daily pricing requests in accordance with...

  • Mexico Accounting Analyst

    hace 5 días

    Monterrey, México Fastenal A tiempo completo

    Mexico Accounting Analyst Calle Juan Ignacio Ramón 801 Ote, Monterrey, NL 64000 MROFF Full-time Shift(s): MON TUE WED THU FRI 7:00am - 5:00pm OVERVIEW: Working as Full-time Mexico Accounting Analyst, you will enjoy the opportunity of leading and performing a variety of accounting duties. RESPONSIBILITIES: The responsibilities of this position include,...

  • Workforce Analyst

    hace 4 semanas

    Monterrey, México Skydropx A tiempo completo

    Estamos **innovando la logística** y esto lo hemos logrado **gracias a un equipo de personas visionarias, con ganas de crecer y cambiar el mundo**. En **Skydropx** encontrarás un espacio para desarrollar tu carrera dentro de un ambiente laboral **dinámico, ambicioso y multicultural**. **Workforce Analyst & Traffic Controller**: **Tus retos en el equipo...

  • Part-time Salesforce Developer/administrator

    hace 4 semanas

    Monterrey, México Beachworks, LLC. A tiempo completo

    **About Us**: Beachworks, LLC. is a thriving family-run Real Estate Investment business based in Seattle, WA. As we continue to grow, we are seeking a talented and experienced Salesforce Developer/Administrator to join our team part-time. If you are passionate about Salesforce, possess a minimum of 3 years of hands-on experience in Salesforce administration...

  • Senior Accounting Analyst

    hace 5 días

    Monterrey, México JLL A tiempo completo

    About JLL - We’re JLL—a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 91,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an...

  • Data Analyst

    hace 5 días

    Monterrey, México Cápita Works - Virtual Assistants in Mexico A tiempo completo

    Are you ready to dive into an exhilarating journey of data analysis? We're on the hunt for a dynamic individual to take on the role of **Junior Data Analyst**! If you're passionate about deciphering trends, making impactful recommendations, and adding a dash of creativity to your problem-solving approach, then this role is tailor-made for...

  • Dealer Care Analyst

    hace 4 semanas

    Monterrey, México GM Financial A tiempo completo

    Overview: The **Dealer Care Analyst** will support the dealer’s network, providing guidance on their doubts, and giving advice on credit policy as well as in contract purchasing policy in order to get approval to purchase. This position requires a high customer service focus, always aiming to increase dealer’s satisfaction. This department is...

  • Fp&a Analyst

    hace 4 semanas

    Monterrey, México Rockwell Automation A tiempo completo

    Rockwell Automation is a global technology leader focused on helping the world’s manufacturers be more productive, sustainable, and agile. With more than 28,000 employees who make the world better every day, we know we have something special. Behind our customers - amazing companies that help feed the world, provide life-saving medicine on a global scale,...