Real Time Analyst

hace 4 días

San Antonio Tecómitl, México Plata Card A tiempo completo

At Plata, we’re building the financial platform that’s redefining how people in Mexico interact with their money.

Founded in 2022 by leaders behind some of the world’s most successful digital banks, Plata combines technology, simplicity, and trust to create a better financial experience for everyone.

With a team of 700+ people from 20+ nationalities, we’re growing fast and looking for talented people who want to make an immediate impact. Your impact as a Real Time Analyst

This is not just a monitoring role.

We’re looking for a proactive, analytical RTA who thrives in real-time decision-making and plays a strategic role in keeping our Customer Care operation running smoothly.

What you’ll do

- Assign interactions in real time (calls, chats, emails) to ensure optimal coverage and minimize idle time.
- Monitor SLA, AHT, response times, and workload across queues, agents, and teams.
- Analyze incoming contact patterns (hourly/daily peaks) and adjust routing and capacity accordingly.
- Create and share performance reports related to Customer Care KPIs (occupancy, service levels, response times).
- Provide real-time operational support for incidents and tickets in coordination with Workforce and CORE teams.
- Communicate clearly and proactively with Operations when volume changes, spikes, or incidents occur to ensure service continuity.

What we’re looking for

- 3+ years of experience in a contact center environment, using tools such as CRM, Avaya, IEX, NICE, InContact, or similar.
- 2+ years in Workforce Management roles, such as Real Time Analyst or Intraday Analyst.

Advanced Excel skills (must-have).

- Experience working in remote or hybrid environments.
- Strong communication and stakeholder management skills.
- Advanced English proficiency – required (you’ll collaborate with cross-functional and international teams).
- Analytical mindset, ownership, and ability to make decisions with limited information.

What we offer

- Competitive base salary
- Real growth opportunities in a fast-scaling fintech
- Hands-on involvement in process design and continuous improvement
- Major Medical Insurance
- Life Insurance
- Legal benefits
- Collaborative, dynamic, and high-impact environment

If you enjoy being in the middle of the action, making real-time decisions, and turning data into impact — this role is definitely for you.

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