Real Time Analyst

hace 2 días

Mexico City Plata Card A tiempo completo

At Plata, we’re building a high-tech financial platform that’s transforming how people in Mexico interact with money. Through a simple, secure, and inclusive ecosystem, we provide access to premium financial products and outstanding customer experience.

Our flagship product, Plata Card, offers up to 5% real cashback, up to 60 days to pay, and full control through our secure mobile app. Your impact as a Real Time Analyst

This is not just a monitoring role.

We’re looking for a proactive and analytical RTA who enjoys 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 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 alongside Workforce and CORE teams.
- Communicate proactively with Operations during volume changes, spikes, or incidents to ensure service continuity.

What we’re looking for

- 3+ years of experience in a contact center environment (CRM, Avaya, IEX, NICE, InContact, or similar).
- 2+ years in Workforce Management roles (Real Time Analyst / 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 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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